IGT has successfully combined its experience of running multiple contact centers with its technology expertise to deliver Conversational Automation through an umbrella offering- iConverse. The service enables & transforms customer service experience by implementing Chat and Voice Bots for processes like customer FAQs, order booking, order 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 Microsoft 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.
Chabot: Enabling Enhanced Customer Service in Travel
With technological advancements, travel planning has also changed. Conversational automation is one such technology that is gaining momentum by creating simulating human-like conversation through chatbots and voicebot.