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Zeal Connect ATM Announcement

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Eva Rogers~~Change hotel dates~~VIP

Marco Rossi~~Refund · fare rule~~72h

Priya Sharma~~Reconfirm hotel~~✓

Liam Chen~~Cancellation · refund~~New

Sofia Marin~~Rooming list · group~~✓

142 resolved today · 73% auto

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Inbox12

Eva Rogers~~Change hotel dates~~VIP

Marco Rossi~~Refund · fare rule~~72h

Priya Sharma~~Reconfirm hotel~~✓

Liam Chen~~Cancellation · refund~~New

Sofia Marin~~Rooming list · group~~✓

142 resolved today · 73% auto

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Glossary

0-9

24-hour rule (US DOT)

3-D Secure

A

Abandonment rate

Add-collect

Advance passenger information (APIS)

Advance purchase requirement

After-call work

After-hours support

Agency credit memo (ACM)

Agency debit memo (ADM)

Agent assist

Agent collision

Agent occupancy

Agent shift handover

Agent utilization

Agentic AI

AI agent (customer service)

AI-assisted support

AI guardrails

AI hallucination

AI-to-human handoff

Air Carrier Access Act (ACAA)

Airline lounge access

Airlines Reporting Corporation (ARC)

Airport code

Airport transfer

Allotment

Amenities discrepancy

Ancillary services

Approval workflow (corporate)

ARNK

ATOL

Attrition clause

Audit trail

Auth hold (payment)

Auto-acknowledgement

Auto-resolution

Automated triage

Automation rules

Availability

Average handle time (AHT)

Average resolution time

Award ticket

B

Baggage allowance

Balance due date

Base fare

Base fare

Baggage allowance

Balance due date

Base fare

Base fare

C

Cabin class

Callback

Cancellation policy

D

Day-of-travel support

Denied boarding

Departure control system (DCS)

E

Abandonment rate

3 Add-collect