Remote Airline Agent on-Demand

A system for automatically providing a remote airline agent to a user, the system comprising:

• a communication network;
• one or more processors coupled to the communication network;
• and
• a non-transitory computer readable memory coupled to the communication network and the one or more processors, including instructions stored thereon that, when executed by the one or more processors, cause the one or more processors to:
• receive, via the communication network, a request to communicate with a remote airline agent from a user attempting to modify a flight segment or obtain assistance related to the flight segment, the request including identification information for the user initiating the request;
• identify a particular skill required to handle the request;
• route the request to a queue of one or more remote airline agents equipped to handle requests that require the particular skill;
• in response to determining that the user's request is next in the queue of a plurality of pending requests that require the particular skill, transmit, via the communication network, a message to the user to initiate a video chat;
• and
• automatically connect to a client device for the request to initiate the video chat between the user and one of the one or more remote airline agents to modify the flight segment or provide assistance related to the flight segment, wherein the message activates an airline application for the user to enable connection to an on demand service that appends the user's request to the plurality of pending requests and initiates the video chat with the remote airline agent when the user's request is next in the queue.

A non-transitory computer readable memory coupled to the communication network and the one or more processors, including instructions stored thereon that, when executed by the one or more processors, cause the one or more processors to:

• receive a request to communicate with a remote airline agent from a user attempting to modify a flight segment or obtain assistance related to the flight segment, the request including identification information for the user initiating the request;
• identify a particular skill required to handle the request;
• route the request to a queue of one or more remote airline agents equipped to handle requests that require the particular skill;
• in response to determining that the user's request is next in the queue of a plurality of pending requests that require the particular skill, transmit a message to the user to initiate a video chat;
• and
• automatically connect to a client device for the request to initiate the video chat between the user and one of the one or more remote airline agents to modify the flight segment or provide assistance related to the flight segment, wherein the message activates an airline application for the user to enable connection to an on demand service that appends the user's request to the plurality of pending requests and initiates the video chat with the remote airline agent when the user's request is next in the queue.