nd upgrading call center applications. Customers communicate on multiple channels such as chat, SMS, and social media, increasing costs due to the need to integrate multiple technologies. Airlines have reduced costs in call centers through automation and improved customer experience by reducing call times, but the general lack of airline knowledge with call center developers and redundancy in custom development across the industry contributes to increasing complexity, implementation cost, and time. Airlines can provide good service to their top tier customers by using specialized agents but are unable to scale this to the broader customer base. This architecture builds upon the foundation of Platform for Airlines Data by adding personalized interactions with the customer to improve the overall customer experience. 1 2 3 4 5 Use Amazon Connect to implement call centers in the cloud and eliminate call center hardware onpremises. Use serverless capabilities like AWS Lambda to use the operational data platform for better and faster customer interactions. Amazon Connect provides skill-based call routing and workflows to streamline the call center operations. Use Amazon Lex to build conversational chatbots to automate some user interactions. Use serverless capabilities like AWS Lambda to use the operational data platform for better and faster customer interactions. Integrate Amazon Connect Contact Control Panel (CCP) with Customer service, PSS, Loyalty, and World Tracer UI for improving call handling times for complex scenarios. Use Amazon Transcribe and Amazon Comprehend to do sentiment analysis, identify frequent customer intents, and app
