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Overview

Delay-triggered Communication is a proactive automation strategy that significantly reduces the volume of incoming support requests by providing customers with timely, relevant information before they even have to ask. This system uses defined triggers and segmentation to deliver contextual updates.

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Key Features and Capabilities

• Contextual Triggers: Communications are initiated based on specific events or delays, such as order status changes, flight delays, or time elapsed since a booking.
• DCS Integration: Seamless integration with the Departure Control System (DCS) provides an online feed for real-time data, such as flight status.
• Order Updates: Automatically sends updates regarding order status, changes, or other critical information.
• Segmentation: Utilizes customer segmentation to ensure the message content and channel are appropriate for the recipient.
• Scenario-Based Automation: Communications are part of a larger scenario, allowing for complex, multi-step customer journeys.

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