See if you can get connected to the human!

It’s 8:15 AM. You just landed in Atlanta on Delta Air Lines. Your checked bag didn’t show up at baggage claim. You look around… but there’s no one at the Delta baggage desk. Your business meeting starts in 2 hours, and your presentation materials — and your only blazer — are in that bag. You call Delta’s customer service line, and a virtual assistant picks up. Can you get your bag located or escalate to a human in time?” [[Start the call.->How can we help you?]]

Hi, this is Delta’s virtual assistant. Please tell me how I can help today. [[I would like to book a new flight->No]] [[I have a question about my recent flight->I have a flight question]] [[I need help with my travel account->Delta Skymiles]] [[I need to speak to someone->Connect me to a person]] [[I would like to manage my bookings->Reservations]] [[I need to check my travel status->Reservations]] [[Can you help me with my flight upgrades?->Do you think we do that here?]]

How can we help? [[Flight Delay Information->Reservations]] [[Baggage Inquiry->Baggage Main]] [[Seat Assignment->Reservations]] [[Flight Cancellation->Do you think we do that here?]]

I can help with that — but first, what are you calling about? [[Reservations->Reservations]] [[Delta SkyMiles Program->Delta Skymiles]] [[Flight Cancellations and Changes->Reservations]] [[Something Else->How can I help you today?]] KEYPAD: (set: $choice to "") (input-box: bind $choice) (link: "Submit")[ (if: $choice is "0")[ (goto: "Keypad") ] ] (if: $choice is not "0" and $choice is not "")[ Sorry, I didn’t understand that. (link: "Submit") ]

Please enter your PNR number so that we can help. (input-box:"=XX=") (after: 7s)[It looks like that PNR was invalid.] (after: 15s)[ You have tried too many attempts. Goodbye. (link: "OK")[(goto: "Intro")] ]

Do you have a Delta Skymiles number? [[Yes->Yes]] [[No->No]]

Please wait a minute while I locate your account. (after: 7s)[I was unable to locate your account. Goodbye.] (after: 9s)[ (goto: "Intro")]

I am unable to help you then. Please rephrase your question better. [[OK->How can we help you?]]

Something else. Are you calling about one of these? [[Booking a flight->No]] [[Baggage->Baggage]] [[Our Delta Giveaway!->Giveaway]] [[No->No]]

When you travel with us, we want to help you feel prepared and that includes understanding everything you need to know about your baggage — before, during and after your trip. We encourage you to explore below to learn more about what you can and cannot travel with, possible baggage and travel service fees and more. The baggage fees shown below are for Delta Comfort+® and Main Cabin customers traveling on domestic flights within the U.S., without a Delta SkyMiles® American Express Card, Medallion Status or Active Military exceptions: First standard checked bag $35 USD For your first standard checked bag under 50 lbs. (23 kg), each way +1 Free Carry-On Bag and 1 Personal Item Second standard checked bag $45 USD For your second standard checked bag under 50 lbs. (23 kg), each way Baggage size must not exceed 62 inches (158 cm) when you total LENGTH + WIDTH + HEIGHT (after: 10s)[ Goodbye. (link: "OK")[(goto: "Intro")] ]

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Do you think we help with that here? (after: 4s)[Goodbye.] (after: 6s)[ (goto: "Intro")]

What issue with baggage are you talking about? [[Missing Baggage->Missing Baggage]] [[Tracking Baggage->Tracking Baggage]] [[Baggage Damage->Baggage]] [[Baggage Costs->Baggage]]

Please give me more information. [[I don’t have my baggage claim number->Reservations]] [[I left something important inside->No]] [[It might still be at my departure airport->Hold]] [[I’m traveling for business and need it urgently->Next Steps]] [[It didn't arrive on the carousel->Hold]]

Please enter your baggage tracking number so that we can help. (input-box:"=XX=") (after: 7s)[It looks like that number was invalid.] (after: 10s)[ Please wait. (link: "OK")[(goto: "Hold")] ]

You are on hold. Please wait. Estimated time: 90 minutes

Thank you for being a Diamond Medallion member. For faster service, please call 800-323-2323 next time. Allow me to escalate this to senior representative. Please hold. (after: 7s)[ (goto: "Keypad")]

You are next in line. Congrats, you reached a human!

We understand that your time is important. Can you tell us a bit more? [[Voice Verification ->Diamond]] [[Delta Skymiles->Delta Skymiles]] [[Please escalate to a live agent.->Not sure I understand]] [[I’d just like someone to call me->Hold]]

I am not sure I understand. Are you calling about one of these? [[Booking a flight->No]] [[Baggage->Baggage]] [[Our Delta Giveaway!->Giveaway]] [[No->No]]

Please say something to use voice verification. (after: 7s)[Using your voice to verifiy your identity....] (after: 9s)[ (goto: "Sounds Good")]