The exceedingly advanced technology brings exciting prospects to the travel industry, elevating this fast-growing business to previously unfathomable heights.
Automation has already improved many aspects of the travel industry, especially those pertaining to customer experience. As consumers enjoy the convenience and the numerous perks created by advanced technology, companies are encouraged to invest more in artificial intelligence.
Improved Customer experience
The travel industry has come a long way when it comes to customer experience. Being essentially a customer-centric business, digitalization has helped the travel industry to become the ever-growing giant that is now. Thanks to advancements in technology, what was once a very slow, stressful, expensive and hectic process is now convenient, affordable and easy.
AI versus the human customer
This great response and high demand for further automation is a double-edged sword, however, as more machines mean fewer humans which brings the baggage of challenges for the travel industry.
The main challenge here is finding the perfect balance, a middle ground where humans and AI will coexist and complement each other. To do that it is important to distinguish customer service and task execution.
While AI excels at task execution, humans bring, well, human touch in the customer experience, by showing concern, flexibility, empathy, and a full range of emotions. A perfectly balanced blend of AI and Human Effort can be a game-changer in the industry.
Introducing LUCY -Part AI-Part Human
Speaking of, FlightHub and JustFly are getting pretty close to developing a perfect form of AI that will include the best from both worlds. In 2020, FlightHub will launch “LUCY”, an intelligent assistant dedicated to online customer service. LUCY is designed to be your new go-to travel assistant, available 24/7, to book and manage your travel plans and spare you from the annoyance of being put on hold.
FlightHub’s new tool is part of their new digital customer care strategy developed to make the booking process even easier.
The new and improved “Siri of The Travel Industry” will not only help you book your tickets, but she is also designed to give you tips, and tailor-made solutions for your travel itinerary faster than you can say artificial intelligence.
“We’ve combined the convenience of online browsing and the support of human contact in a single tool that allows all our customers to have a direct solution 24 hours a day. It’s a way to ensure that our customer service is consistent and beyond the current market offer,” explained Chris Cave, COO at FlightHub.
Trained employees will operate the tool to provide customers with personalized assistance.
LUCY is designed to give you a specific answer to your personalized questions- such as;
“LUCY, is my flight on time?
“LUCY, how much it costs to include a carry-on?”
Part Digital, part human, LUCY is a viable solution to improve customer service for online travel agencies.
The Future of AI in Customer Services
More changes and innovations in the travel industry are on the rise. Companies are investing in spearheading the development of advanced technology that will have a major impact on ultimately improving the customer experience and user satisfaction.
Branded series by FlightHub
By Mark Goldstein
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