Guessing Right

Sometimes applications need to anticipate the unspoken needs of the users. In the AirTran system, the database has been designed to conduct flight arrival and departure information searches not only for the cities AirTran serves, but also for the cities it doesn't fly to.

SYSTEM:	Great, what's the arrival city?
CALLER:	Norfolk, Virginia.
SYSTEM:	I'm sorry, but AirTran doesn't currently serve Norfolk, Virginia. However, AirTran does fly to the Newport News-Williamsburg International Airport in Newport News, Virginia ”which is relatively close by. Do you want me to check for flights at that city?

Because the database can check the proximity of non-AirTran cities to airports that AirTran does serve, it can anticipate callers ' desires.