read the case study: Delta Air Lines and @DeltaAssist

Answer the following questions in your analysis:

1. What types of questions could customers ask on @DeltaAssist? What types of questions should customers ask? What types of questions would Delta ideally hope customers would ask?
2. What are customers expectations from this service channel? How quickly should they receive a response? Does it matter what type of question they have asked? What type of response is expected?
3. How can Delta manage customers expectations?
4. Why is Delta doing this? What is the value proposition to Delta? Does it help Delta do something new? Something better? What is the cost side of this? Is it cheaper to run than the alternatives? More efficient? Deltas numbers suggest that theres approximately a 67% gain in time efficiency in the sense that what a call center agent can do in about 45 minutes can be done by a DeltaAssist agent in only about 15 minutes. Why might this be the case?
5. Will this work for other companies? Does it work for other companies? Are there some other examples out there?
6. Thinking back to the end of the case study, what should Delta do to grow @DeltaAssist without sacrificing service quality?