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SkyMiles members calling to plan a trip, make changes to a current reservation or request other assistance are greeted by a voice-response system that identifies them by name, quickly determines the reason for the call and routes the customer to the most appropriate specialist.

In addition, if the caller has upcoming reservations associated with his or her SkyMiles number, the system provides proactive notifications, such as flight status, upgrade information, connecting flight changes and more.

“[The system] almost read my mind,” said a Silver Medallion member. “I’m very impressed with the user friendliness.”

The Interactive Voice Response system uses Natural Language Understanding technology to determine a customer’s intent from a natural, spoken phrase.

Delta implemented the IVR system in partnership with its technology provider, Nuance. Ongoing enhancements are made to the system based on customer feedback and the company’s assessments.

“From initial focus groups and usability studies to daily interactions with our customers, the feedback continues to be overwhelmingly positive,” said Ryan Mizusaki, General Manager – Reservations Support and Solutions.

Delta has received high marks from customers regarding the menu of options, navigating the system, clarity of information and the overall IVR experience.

“[The system] almost read my mind,” said a Silver Medallion member. “I’m very impressed with the user friendliness.”