IGT has successfully combined its experience of running multiple Travel & Hospitality contact centers with its technology expertise to deliver Conversational Automation. The service enables & transforms customer service experience by implementing Chat and Voice Bots for Travel domain processes like Passenger FAQs (e.g. Baggage, SSR, Bookings), Flight Booking & Rebooking, Flight Status, Ancillary additions etc and uses cognitive services like Natural Language Processing (NLP), Speech-to-Text, Text-to-Speech and Sentiment Analysis from industry partners like Miscrosft LUIS, IBM Watson and Google Dialog Flow.
To ensure seamless customer experience, IGT has partnered with Live Person which enables multi-channel support (Website, Facebook Messenger, Whatsapp etc.) and comes with an added ability to seamlessly handover a conversation to an agent, if the need arises.
Luxury & Hospitality
- Natural Language Processing (NLP)
- Optical Character Recognition (OCR)
- Speech Recognition & Transcription
- Machine Learning
Partners & Enablers
Our Engagement Models
IGT has delivered automation projects to a large customer base by leveraging some of the engagement models mentioned below. However, these engagement models are flexible and can be customised to suit specific needs of customers.
10+ Travel Chatbots
Custom Built Adaptive Cards
20-25% Volume Shift Observed
5k+ Travel Specific Utterances
2k+ Active Users on Enterprise Bot
Automation Centre of Excellence
Changing customer demographics and preferences are propelling travel brands to focus on creating differentiated customer experience. Travel organizations are increasingly turning towards automation to optimize the business processes and re-envision opportunities to employ human capital strategically.
Can RPA be a disruptive force in the Travel industry?
If you were told a few years ago that the technology that you see in sci-fi films would be achievable in real life, would you have believed it?