Agentic AI Deployment for Post-Disruption Customer Recovery
| Client | SkyWave Airlines |
| Platform | Netomi Agentic AI Platform |
| Version | 1.0 — Integration Design |
| Prepared by | Agentic Product Analyst | Portfolio Case Study |
1. Integration Architecture Overview
The SkyWave Airlines Agentic AI deployment connects the Netomi platform to eight enterprise systems across three integration tiers: Real-Time Operational Systems (Tier 1), Customer Data Platforms (Tier 2), and Communication & Channel Systems (Tier 3). All integrations use REST APIs with OAuth 2.0 authentication and event-driven messaging via a centralized integration broker. Any Agentic Orchestration Platform eg. Netomi orchestrates agent logic and channel routing; downstream actions invoke airline systems (GDS/PNR) and integrated tools (Zendesk, SendGrid).”
2. System Inventory & Integration Specifications
2.1 Tier 1: Real-Time Operational Systems
- Sabre GDS (Global Distribution System)
| Parameter | Details |
| Integration Type | REST API + Webhook event stream |
| Auth Method | OAuth 2.0 Client Credentials + API Key |
| Key Endpoints | GET /flights/{flightId}/status | POST /bookings/{pnr}/rebook | GET /availability | POST /boarding-pass/reissue |
| Trigger Events | FlightStatusChanged, FlightCancelled, DelayExceeds60Min, GateChanged |
| Data Exchanged | PNR, passenger details, flight availability, seat inventory, fare classes |
| SLA | < 800ms P95 response; 99.9% uptime |
| Error Handling | Retry (3x exponential backoff) → cache fallback → agent notification |
- IROPS Event Management System
| Parameter | Details |
| Integration Type | Kafka event stream (inbound) + REST API (query) |
| Auth Method | SAML 2.0 SSO + mTLS for Kafka consumer |
| Event Topics | irops.declared, irops.scope_update, irops.resolved |
| Payload | Event ID, affected flight numbers, disruption type, estimated resolution, impacted passenger count |
| Netomi Action | Trigger proactive outreach campaign; activate IROPS agent persona |
2.2 Tier 2: Customer Data Platforms
| Parameter | Details |
| Integration Type | Salesforce REST API via named credentials |
| Objects Used | Contact, Case, Task, Opportunity (Loyalty Tier field) |
| Read Operations | Customer loyalty tier (Gold/Platinum/Basic) → governs compensation ceiling |
| Write Operations | Create Case record for every agent session; log resolution, compensation issued, contact reason |
| Real-Time vs. Batch | Real-time read at session start; async write at session close |
| Parameter | Details |
| Integration Type | Zendesk REST API + Sunshine Conversations for chat handoff |
| Key Actions | Auto-create ticket on escalation; transfer full conversation context in ticket body |
| Escalation Trigger | Customer request OR agent confidence < 0.72 OR 3rd consecutive disambiguation failure |
| Context Passed | PNR, conversation transcript, identified intent, attempted resolutions, customer sentiment score |
- Loyalty Management System (SkyRewards)
| Parameter | Details |
| Integration Type | Internal REST API (mTLS) |
| Read | Member tier, miles balance, upgrade eligibility |
| Write | Post compensation miles, issue e-voucher code |
| Business Rule | Platinum: auto-compensate up to $300 voucher + 5,000 miles; Gold: up to $150; Basic: $75 |
2.3 Tier 3: Communication & Channel Systems
| Channel | Platform | Integration | Use Case |
| IVR / Voice | Genesys Cloud | SIP trunk + DTMF/ASR | Inbound IROPS call handling |
| Web Chat | Netomi Widget | JavaScript SDK (embedded) | Real-time rebooking assistance |
| Mobile App | iOS / Android SDK | REST + push notification | Proactive IROPS alerts + chat |
| SMS | Twilio | Twilio Messaging API | Proactive outreach, confirmation |
| WhatsApp | Meta Business API | Netomi WhatsApp connector | International traveler support |
| Email | SendGrid | SMTP + templating API | Boarding pass re-issuance |
3. Authentication & Security Architecture
3.1 Authentication Methods by System
- GDS & Internal APIs:OAuth 2.0 Client Credentials Flow with short-lived access tokens (15-min TTL); token refresh handled by Netomi credential vault
- Kafka / Event Streams:Mutual TLS (mTLS) client certificates; certificate rotation every 90 days
- Salesforce / Zendesk:OAuth 2.0 Named Principal; scoped to minimum required object access
- SSO for Admin Portal:SAML 2.0 federated to SkyWave Azure AD; MFA required
3.2 Data Security Controls
| Control | Standard | Implementation |
| Data at Rest Encryption | AES-256 | Netomi managed encryption keys; customer-managed key option |
| Data in Transit | TLS 1.3 | All API calls and event streams |
| PII Masking | GDPR / CCPA | Credit card, SSN masked in logs; tokenized PNR |
| Audit Logging | SOC 2 Type II | All agent actions logged with timestamp, session ID, outcome |
| Data Residency | US-only | AWS us-east-1 primary; us-west-2 DR |
4. API Error Handling & Resilience Patterns
4.1 Circuit Breaker Configuration
All external API calls implement a circuit breaker pattern to protect against cascading failures during peak IROPS load:
Circuit Breaker — Sabre GDS Threshold: 5 failures in 30-second window Open Duration: 45 seconds Half-Open: 1 probe request Fallback: Return cached flight data (< 3 min old) + notify agent
4.2 Retry Policy
| Error Type | Retry Count | Backoff | Final Fallback |
| HTTP 429 (Rate Limit) | 3 | Exponential (1s, 2s, 4s) | Queue request; resume after rate window |
| HTTP 503 (Service Unavail) | 3 | Exponential (2s, 4s, 8s) | Circuit breaker → cached response |
| HTTP 500 (Server Error) | 2 | Fixed 3s | Log + escalate to human agent |
| Timeout (> 5s) | 2 | Immediate | Async retry + inform customer of delay |
5. Data Flow Diagram (Textual Representation)
The following describes the complete data flow for a rebooking request initiated by a passenger via the SkyWave mobile app during an IROPS event:
[IROPS Event Declared] | v [Kafka Topic: irops.declared] --> [Netomi Event Processor] | | | [Fetch Impacted PNRs from GDS] | | | [Query Salesforce CRM: Loyalty Tier] | | v [Trigger Proactive SMS/Push via Twilio] [Customer Responds via App Chat] | v [Netomi Agent: Intent Classification] | Intent: REBOOK_FLIGHT v [GDS API: GET /availability (alternatives)] | v [Present Options to Customer (NLG)] | [Customer Confirms Option] | v [GDS API: POST /bookings/{pnr}/rebook] [SkyRewards API: POST /compensation/issue] [SendGrid API: POST /boarding-pass/email] | v [CRM: Write Case Record — Resolved] | v [Post-Interaction Survey: SMS via Twilio]
6. Integration Testing Requirements
- Unit tests for each API integration: happy path, 4xx, 5xx, timeout, rate limit:
- Contract tests: Pact-based consumer-driven contracts with GDS and Salesforce:
- Load tests: Simulate 10,000 concurrent IROPS sessions; verify < 2.5s P95 latency:
- Chaos engineering: Randomly kill GDS mock during tests; verify circuit breaker activates:
- End-to-end test matrix: 48 scenarios covering all intent + channel + loyalty tier combinations:
Document prepared as part of an Agentic AI solution design portfolio case study for enterprise customer experience transformation.