# United's 'Agent on Demand' Chat Feature Allows Audio Bleed, Causing Confusion

_May 18 11:49_

Tags: United Airlines, Agent on Demand, policy change, airline, loyalty program, safety & operations, service policy change

A viral United Airlines customer service interaction reveals that the 'Agent on Demand' chat feature allows agents' background audio to be heard by customers even when the customer is muted, raising questions about staff training and tech

## Summary

United Airlines' 'Agent on Demand' feature, used for handling travel disruptions via audio or text chat, has come under scrutiny after a viral post showed a customer hearing her agent's background comments. In the interaction, the customer (Sierra) was communicating via text while muted, but the agent (Paula) was unaware her audio was still active, allowing the customer to hear Paula speaking to a coworker about the customer's demeanor. The incident highlights a potential flaw in the Cisco-powered chat system's audio handling and raises questions about whether staff are adequately warned when being recorded or heard. While the post is largely anecdotal, it points to a specific service experience detail for frequent flyers using United's digital tools

## Why it matters

Affects United Airlines loyalty members and route planners.

## Sources cited

- [One Mile at a Time](https://onemileatatime.com/news/united-airlines-agent-calls-customer-rude-internet-confused) — United Airlines Agent Calls Customer Rude, And The Internet Is Confused

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