Travel & Hospitality
All aboard for an AI-powered experience your customers will love.
First-Class Service for Every Guest
SmartAction helps travel and hospitality brands deliver stellar customer experiences. Every guest inquiry — whether it’s through voice, chat, or SMS — gets prompt assistance from our AI-powered virtual agents. From making a hotel reservation to redeeming points for travel, customers get the answers they need and vendors achieve major cost savings. It’s a win-win for everybody.
ROI by the Numbers
Travel and hospitality brands are using SmartAction’s conversational self-service to improve efficiencies in customer support and deliver hyper-personalized experiences at scale.
Reduction in AHT
Savings Per Call
CSAT on par with live agents
Proven Use Cases for Travel
Intelligent Front Door
Don’t keep guests waiting; answer every inquiry with a personalized greeting and a “How can I help you today?” to discover customer intent.
Capabilities:
- Capture customer intent in natural language
- Authenticate caller via APIs to your CRM or other system of record
- Route caller to appropriate agent or contain through self-service
Reservations
Whether it’s a spur of the moment getaway or a trip planned months ahead, make it easy for travelers to book a new reservation or make changes through conversational AI self-service.
Your customers can:
- Book a new reservation
- Change a reservation
- Cancel a reservation
- Stay up to date with SMS alerts
Travel Notifications
Keep travelers in the know about upcoming travel plans, changes in their itinerary, and other relevant information through voice or SMS channels.
Capabilities:
- Proactively send reminders for upcoming trips and scheduled reservations
- Confirm reservation details for new bookings, changes, and cancellations through email, SMS, or both
Account Services
Help travelers keep their account or profile information up to date, whenever and wherever they may be.
Capabilities:
- Update account information through conversational self-service
- Reset password or change login details
- Start or stop travel alerts
Rewards & Promotion Management
Drive more revenue with an intelligent virtual agent that helps travelers manage their rewards and alerts them to special deals and reward program offers.
Capabilities:
- Check point balance and rewards status
- Send outbound reminders on points expiration
- Apply rewards to reservations
- Activate a new rewards membership
Inbound Payments & Billing
Enable customers to stay on top of their bills with an intelligent virtual agent that helps process payments through voice or chat.
Capabilities:
- Answer common billing inquiries
- Process payments through PCI-compliant protocols
- Proactively send reminders of upcoming or overdue payments
- Arrange payment terms or grant bill payment extension
Why Consider Conversational AI for Travel and Hospitality?
Enhance the Travel Experience
Like a personal concierge service, SmartAction’s virtual agents are ready to assist travelers 24 hours a day, 365 days a year with responsive and personalized support.
Help Customers Help Themselves
Customers want immediate access to information and fast resolution. Empower them to resolve common issues with self-service that is simple and intuitive to use.
Optimize the Booking Process
Let our virtual agents handle routine tasks like gathering all the information needed to book a new reservation, so your staff can focus on more engaging interactions.
Virtual Agents Powered by SmartAction
Advanced NLU Technology
Since speech recognition technology is never 100% right, SmartAction tailors its AI to match every response to the closest expected answer for the highest accuracy rate in travel.
Dedicated CX Team
Our team of CX experts manage your conversational AI solution in its entirety, from the design, build, to the ongoing operation of your virtual agent.
Conversational Interface
Intelligent virtual assistant (IVA) helps customers resolve issues conversationally — there’s no need to navigate through complex phone menus or install new technology apps.
Omnichannel Experience
Our virtual agents engage customers wherever they are, and maintain context of the conversation when switching across voice, chat, and SMS channels.
Data Science Services
We provide custom reporting with data-driven insights to measure call performance, improve the conversational experience, and ascertain ROI.
System Integrations
SmartAction integrates with your CRM, payment gateway, and existing contact center infrastructure to provide your customers with end-to-end support.
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Stephanie Lemar
Manager Customer Engagement & Support, Choice Hotels
