Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. In this article, we unpack how AI-powered customer service solutions are working to:
Personalize the Traveler Experience
More customers are shopping for, booking and changing travel plans online. With conversational AI, businesses can tailor each touchpoint on a customer’s journey to their unique preferences, inclinations and even real-time emotions. So, whether a customer is planning a trip or dealing with an unexpected travel change, they can expect a smooth, highly personalized experience from start to finish.
Optimize Customer Interactions
With today’s sky-high customer expectations, businesses are under greater pressure than ever to “get it right” when it comes to CX. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls. By analyzing conversations for context, sentiment and even intent, AI tools can automate large sections (or even all) of the customer journey, increasing the speed to resolution and minimizing human errors.
Deliver Scalable Self-Service Solutions
Travel customers are increasingly relying on self-service solutions for trip planning, check-in and post-travel interactions. Conversational AI helps travel and hospitality businesses strengthen engagement and improve customer satisfaction before, during and after their trips. Furthermore, AI-powered tools can be easily deployed at scale, enabling enterprises to quickly ramp up digital initiatives for maximum impact.