Rosetree Solutions — Allied Pilots Association Case Study

Case Study

Turning a 700-Page Contract into Instant Call Center Knowledge

How the Allied Pilots Association empowered call center agents to navigate one of aviation's most complex agreements — with precision tracking that gives leadership real-time visibility into pilot concerns.

The Problem

A call center navigating a complex agreement — with no precision tools

The Allied Pilots Association represents 15,000 pilots who fly for American Airlines. When pilots have questions about their Collective Bargaining Agreement, they call APA. Agents needed to navigate every section of this dense agreement in real time — while leadership needed data on which topics pilots were calling about most. The old approach? Manual searching and spreadsheet-based tracking that couldn't keep up.

Dense Agreement

The Collective Bargaining Agreement covers every aspect of pilot employment — hundreds of sections and subsections agents must know.

Slow Navigation

Agents had to manually search for relevant sections during live calls, increasing handle time and frustrating pilots.

No Granular Tracking

Leadership couldn't see which Agreement sections generated the most calls — data was locked in spreadsheets with no real-time reporting.

Data Entry Errors

Without structured case types, agents categorized calls inconsistently — making trend analysis unreliable for leadership decisions.

The Idea

An intuitive path to the exact answer — every time

Instead of searching through hundreds of pages, agents now follow a guided path. Precision Case Codes feature an intuitive UI with relevant icons at each level, making navigation faster than a traditional tree. Each branch leads to the exact section a pilot is asking about, with the Knowledge Article ready at the end.

Pilot Calls In

"I have a question about my vacation bidding schedule for next quarter."

Step 1 →

Agent Navigates the Tree

Scheduling → Vacation → Bidding → Quarterly Process. Each click narrows to the exact subsection.

Step 2 →

Instant Answer + Logged

The Knowledge Article appears. The call is automatically tagged to the exact Agreement section — no manual entry.

Done

The Precision Case Code navigation tree — agents drill from top-level categories to exact Agreement subsections in seconds.

How It Works

From call to insight in a structured pipeline

  1. Inbound Call

    Pilot contacts APA with an Agreement question

  2. Precision Case Code

    Agent selects the exact section via guided navigation

  3. Knowledge Article

    Relevant Agreement text surfaces automatically

  4. Executive Reporting

    Every call feeds high-fidelity trend analytics

Results

Precision data at every level

The transformation gave agents confidence and leadership clarity — replacing guesswork with structure.

  • 2,200+ Precision Case Codes mapped to every Agreement section and subsection
  • Zero Manual categorization — agents follow a guided path instead of guessing
  • Real-Time Executive reporting on pilot concerns — replacing spreadsheet-based analysis

The Takeaway

Every organization has its version of "the Agreement." The question is whether your tools match that complexity.

For APA, precision tracking revealed which sections of the Collective Bargaining Agreement generated the most calls — giving leadership a real-time pulse on pilot concerns. That same pattern applies everywhere: customer service complaints, supply chain disruptions, regional satisfaction trends, product return reasons, benefits inquiries. When every interaction is categorized at the right granularity, leadership stops guessing where the problems are and starts seeing the patterns that drive action.

  • 2,200+ case codes
  • 0 manual entry
  • 100% call visibility