Can awful airline customer service be overridden with AI and analytics?

This is a viewpoint from Scott Kendrick, VP of Marketing at CallMiner. After the debacles that occurred within domestic air travel in 2017, it's clear airlines need to look carefully at their customer service tactics. Unfortunately, airlines often get away with poor customer service due to near-monopolies in some geographies. And this poor service most often hits the economy passenger rather than the high-tiered frequent flyer who receives a markedly different experience. With the increase of social media coverage of customer service incidents, airlines are being forced to address these shortcomings.