Airline Agent High Performance User Navigation

Both FastRes (reservations) and FastAir (check-in) products were originally developed by United Airlines for its own use. They were the results of many thousands of hours of industrial engineering and human factor studies activities. Aerotech recognized the immense values these two products could benefit other carriers as well, and arranged to license the source code technologies from United Airlines for adaptation to other carrier host systems. Both products provide an intelligent and navigation-assisted interface to the airline host system. They are intended for the high volume, high performance user rather than the casual user. The list of features and benefits includes:

• Full use of all 4 screen partitions (2 for FastAir) for host data display without overlapping.
• User friendly menus for host command entry.
• Thoughtfully placed input fields within a menu assist the navigation through the call path.
• Input data fields are locally validated to make it virtually impossible to cause a syntactical error in a host command. No more "CK ACTN CODE" errors!!
• Where possible, host commands are concatenated and transmitted as a single transaction to reduce communications costs.
• Full utilization of function keys to provide easy access to the most commonly used host commands and menus.
• Menu and input fields are accessed via Hot Keys instead of a mouse or a Flying Keypad. Studies show that the Hot Key access method to be twice as fast as a Flying Keypad, and nearly 4 times faster than a mouse.
• A complete interface: 100% of all agent functionality is available with the products. The so-called "expert mode", where the user is allowed to revert to the native and cryptic host commands, has been shown to erode the long term overall effectiveness of products such as these.
• Easy to use and update Choice Lists greatly simplify PNR documentation.
• Most menus are only one keystroke away; all menus are within 3 keystrokes.
• Marketing prompts are easily added and removed as market conditions require.

• Call time is reduced by at least 7%.
• Keystrokes are reduced by 31% per call.
• New hire training is reduced by 25%.
• Agents can be selected based on sales and customer service skills rather than technical and memorization skills.
• Ease-of-use encourages increased segments sale while achieving productivity goals.

To put the benefits into perspective-in the case of United Airlines, every 1 second reduction in agents' average talk time represents 11 staff-years of saving in payroll expenses.

For more information, contact us here:
Henry Ting, President or call us at 408-432-0890

Aerotech Systems, Inc.
P O Box 700113
San Jose, California 95170  U. S. A.