Travel & Hospitality

Ensure that customers’ calls are being routed properly, quickly, and seamlessly with an IVR self-service system capable of emulating a live agent. This:

• Personalizes customer requests, lowers customer effort, boosts satisfaction
• Differentiates your customer experience from competitors with Natural Language Understanding
• Limits hang-ups, supports call deflection, and improves routing accuracy

Phones remain a significant touchpoint for customer service, but travelers also tend to exploit multiple channels when communicating with brands. Even the complex but repetitive process of booking travel plans can be automated:

• Offer customers a consistent experience in every channel, whether customers call, chat, or text to book and update plans
• AI bots are always available, even when agents aren’t
• NLP allows customers to speak to voice self-service using conversational language

With the high and rising costs of delivering great travel experiences, brands must explore cost-effective opportunities that upgrade the customer service experience. Outbound alerts:

• Send customers reminders about upcoming travel arrangements
• Give customers the opportunity to confirm or update their status, make changes to their reservation, check-in to their flight, etc. – all on the same outbound reminder

When a flight status changes, a bus runs late, or a train is cancelled, prompt communication to passengers becomes the difference between repeat business and disgruntled customers. Automation can help:

• Perform notifications and offer status checks
• Communicate delays and allow for dynamic changes within the conversation, reducing customer effort
• Scale the call center for peak events, so customers are never left anxious or without an answer

Checking in and out of hotels and flights in-person: routine, time-consuming – unnecessary. But waiting on hold is just as bad. Instead of requiring guests to wait for agents to become available, forgo the long waits by providing them a customer self-service option. In this way:

• Customers can multitask – e.g. check-in while at the baggage claim, on the car ride over, etc.
• Guests are happier, as they save time they otherwise would have lost standing in queues
• Service desks experience less congestion and employees can better serve the needs of their clientele

Room service is an amenity, and the easier it is to order, the happier the guest feels. An effortless room service process also helps with repeat orders. Omnichannel self-service:

• Eliminates wait times for guests ordering room service
• Provides a quick order process
• Allows guests to voice self-service or SMS texts to place room service orders
• Frees up operator time to handle more elaborate guest inquiries