AirHelp Gets Help
AirHelp , a global air passenger rights company, acting as a legal advocate for travelers who have experienced flight disruptions that are eligible for compensation, has introduced its latest bots: AgA and Docky.
AirHelp began investing in AI with the launch of the world’s first robot lawyer, Herman, in 2016, and due to encouraging results, introduced Lara in November 2017. Herman, currently involved in 100% of cases that require legal action performs the role of a legal agent, identifying the most suitable jurisdiction to advance each case. Lara currently assesses 60% of all cases that get past Herman, and analyzes decisions from previous cases and considers all the legal aspects of new claims to make legal recommendations for human employees. The pair’s efficiency has enabled employees to take on more creative tasks and save AirHelp’s legal team 1,960 hours of work every month. AgA and Docky, a mini-bot, will now help with customer service and automatic claims assessment for the claims that are not sent to Herman and Lara to understand if claims are eligible for compensation from airlines. Testing began in 2018, and these bots currently assess 30% of claims with 95% accuracy.
AgA was created in February 2018 and performs the role of a claims agent, doing an automatic assessment of the claims received. Further, when she is not fully confident of her decision, the operations agents are guided to focus on the missing tasks to complete the assessment. She currently assesses 30% of claims with 95% accuracy. AgA stands for Agent’s Assistant. Within AgA, the mini-bot Docky automatically requests missing documents from customers, and currently takes care of 40 percent of those assignments.
“The legal profession is changing with the use of artificial intelligence, and we have only seen the beginning. Integration of bots is streamlining the legal process, and allowing legal teams to focus on more complex work. AirHelp is at the cutting edge of this technology, creating a service that is making the flight compensation process much simpler for the everyday consumer. Another benefit is that it saves us times and cuts our costs, which have made it possible for us to expand to more territories, process more claims, hire more people and help more flight passengers. It is a win-win-situation.” – AirHelp CEO Henrik Zillmer.
Bottom Line: Two words come to mind – bot-boss.
