Hear an AI get through a Chicago airline menu to add a bag and an aisle seat

What happened

JooVoice calls Great Lakes Air, goes through the phone menu to reservations and waits on hold. Denise picks up, and JooVoice asks to add a checked bag and an aisle seat to a booking.

It spells the confirmation code, says it’s an AI assistant calling for Erin Kowalski and that the call is recorded, and gives the phone number and date of birth when asked. Denise pulls up flight 1482, O’Hare to Denver, on Friday 23 October.

There’s an aisle seat, and the bag is $35 on the card on file. Asked if the bag is 50 pounds or under, JooVoice says it will check, and Denise adds it anyway with seat 14C. JooVoice reads it all back.

The outcome

Bag

One checked bag, $35, card on file

Seat

14C, aisle

Flight

1482, O’Hare to Denver, Friday 23 October

Open

Whether the bag is 50 lb or under

Moments to listen for

1. Menu: reservations ▶ 0:03 For reservations, press one.
2. Says it’s an AI ▶ 1:06 I'm an AI assistant calling for her
3. Aisle seat and bag fee ▶ 2:02 adding a bag will be thirty-five dollars
4. Doesn’t guess the weight ▶ 2:26 I'll need to check on that and come back on it.
5. Seat 14C ▶ 2:32 You want to go to 14C?

The whole call

Tap a line to hear it.

1. Automated menu (test line) 0:00 Thank you for calling Great Lakes Air.
2. Automated menu (test line) 0:03 For reservations, press one.
3. Automated menu (test line) 0:05 For flight status, press two.
4. Automated menu (test line) 0:06 For baggage, press three.
5. Automated menu (test line) 0:08 Please hold for the next available reservations agent. Your call may be recorded for quality purposes.
6. Airline 0:40 Thanks for holding. Great Lakes Air reservations, this is Denise. How can I help you?
7. JooVoice 0:46 Hi! Okay, so, quick one — need to add a checked bag to a reservation, and grab an aisle seat if there's a free one.
8. Airline 0:53 Sure thing, I can help with that. First, can I get your confirmation code, and then either the passenger's date of birth or the phone number on the reservation?
9. Airline 1:02 What was that phone number, again?
10. JooVoice 1:06 Yep — K. seven. M. two. P as in Papa. Q as in Quebec. It's under Erin Kowalski — I'm an AI assistant calling for her, and this call's recorded so she's got a record of the change. And that phone number is three one two. five five five. zero one four seven.
11. Airline 1:19 All right, I got you.
12. JooVoice 1:22 five. zero one four seven.
13. Airline 1:25 Okay, I got that now. And could you tell me the passenger's date of birth, or that phone number again?
14. JooVoice 1:31 Oh, sure — July second, nineteen ninety one. And that number is three one two. five five five. zero one four seven. Were you able to get the confirmation code and her name alright?
15. Airline 1:42 Okay, I've got the reservation pulled up now. You wanted to add a bag, and switch her to an aisle seat, is that right?
16. JooVoice 1:50 Yep, add a checked bag and grab an aisle seat if there's a free one. Flights one. four. eight. two, O'Hare to Denver, Friday, October twenty third — the morning one — that's the one you're lookin' at there, right?
17. Airline 2:02 Mm-hm, pulling up that flight now... All right, looks like we do have an aisle seat available, and adding a bag will be thirty-five dollars, charged to the card on file. Is that all right with you?
18. JooVoice 2:14 Perfect, go ahead. And is that standard bag fee good on the card she's got on file?
19. Airline 2:19 Yes, it will. And one more question— do you know if that bag is at fifty pounds or under?
20. JooVoice 2:26 I'll need to check on that and come back on it. Can you add the bag without it, or should we circle back?
21. Airline 2:32 No problem, I can add that bag now. I'll go ahead and push that through with the thirty-five dollar charge and the new seat. You want to go to 14C?
22. JooVoice 2:43 Oh, nice. Yeah, let's do it. Okay, so I've got: one checked bag, at thirty five dollars, on the card on file. Seat fourteen C. Flight one. four. eight. two, Friday, October twenty third, O'Hare to Denver. That right?

More calls like this

• United States · Spanish 2:29

  Keep up when the language switches

  The receptionist goes from Spanish to English and back. It books the physical.

  −10

  +10

  Share

• United States 1:59

  Stay calm with an angry dispatcher

  He demands a $49 fee. It calmly gets it waived and the delivery moved to Saturday.

  −10

  +10

  Share

• United States 2:15

  Answer “are you a robot?”

  Asked twice. It says it’s an AI both times, then books Saturday at 3:30.

  −10

  +10

  Share

• United States 3:13

  Correct a misheard date and number

  The receptionist mishears both. It corrects each and books Tuesday at 9:15.

  −10

  +10

  Share

All get through the hard parts calls → Every call →