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Automate Airlines Customer Support with GPT-4 and Question Classification

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Created by: Oneclick AI Squad || oneclick-ai

Oneclick AI Squad

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This n8n workflow automates airline customer support by classifying travel-related questions, fetching relevant information, generating AI answers, and delivering structured responses to users. It ensures accurate travel information delivery, tracks user satisfaction, and logs interactions for future insights — reducing manual support load and improving customer experience.

Key Features

  • Allows users to ask airline/travel questions directly through chat via webhook integration.
  • Automatically classifies questions into categories like baggage, refunds, visas, bookings, and travel info.
  • Fetches verified travel knowledge and generates responses using AI.
  • Performs satisfaction check and offers human support if needed.
  • Logs all conversations and system responses for analytics and support auditing.

Workflow Process

  • The Webhook Entry Point node receives passenger questions from chat/website (e.g., WhatsApp, web chat widget, or API).

  • The Data Extraction & Cleaning node formats the user query by removing noise and structuring text.

  • The Question Categorization node uses AI to classify the inquiry (e.g., baggage policy, cancellation rules, destination info).

  • The Category Parsing node routes the query to the appropriate context source or knowledge logic.

  • The Knowledge Retrieval node fetches verified travel or airline-specific information.

  • The AI Response Generator node produces a natural, accurate customer-facing reply using the retrieved context.

  • The Response Formatting node adds clarity, structured bullet points, links, and travel guidance tips.

  • The Satisfaction Check node asks if the user is happy with the answer and branches:

    • If satisfied → continue to logging
    • If not satisfied → send request to human support channel

  • The Human Escalation Path node hands unresolved queries to human support teams.

  • The Interaction Logger node stores conversation data (question, category, AI response, feedback status) in a database.

  • The Final Delivery node sends the formatted response back to the user chat channel.

Setup Instructions

  • Import the workflow into n8n and configure the Webhook Entry Point with your chat platform or airline support portal.
  • Add OpenAI API credentials in the AI Response Generator and Categorization nodes.
  • Set up your Knowledge Retrieval source (e.g., internal travel database, API, or curated knowledge file).
  • Connect a database (e.g., PostgreSQL, MySQL, Supabase, MongoDB) to store conversation logs and user behavior.
  • Configure optional human support integration (Slack, email, CRM, or support desk tool).
  • Test the workflow by sending sample airline queries (e.g., “Baggage limit to Dubai?” or “How to reschedule my flight?”).

Prerequisites

  • n8n instance with webhook, AI, and database nodes enabled.
  • OpenAI API key for AI classification and response generation.
  • Airline or travel knowledge source (API or internal knowledge base).
  • Database connection for logging queries and satisfaction responses.
  • Customer chat channel setup (WhatsApp, website widget, CRM integration, or Telegram bot).

Modification Options

  • Enhance the Knowledge Retrieval step to pull real-time data from flight APIs, visa APIs, or airline portals.

  • Add language translation to support global passengers.

  • Extend Satisfaction Logic to auto-escalate urgent cases (e.g., flight delays, lost baggage complaints).

  • Build self-service functions like:

    • Flight status lookup
    • Refund eligibility checker
    • Visa requirement assistant

  • Customize the Response Formatting to include buttons/links (e.g., check baggage rules, contact support).

Explore More AI Travel Workflows: Get in touch with us for custom airline automation!