An artificial intelligence system claims to have cut customer service costs in the airline industry by 30 percent.
Intelenet’s system iFARE uses automation to retrieve information related to airline fares and policies from multiple databases and fetches all the required information for fare processing and will be on exhibition at the World Travel Market in London in November.
In trials, the iFARE tool reduced average handling time by 12% for “a leading global online travel company”.
It uses natural language processing to manage refunds and change fees, while complying with fare rules, in a bid to empower agents to process more customer requests across multiple Global Distribution Systems and airline websites.
Intelenet says customers desire more flexibility and speed but compliance with fare rules holds back improvements on the average handling time.
The firm said that over 85 per cent of customer requests which come from flight delays, reschedules or cancellations, require agents to go through detailed fare rules.
Manually checking Global Distribution Systems and other reference points, it adds, leaves travel companies liable to human error and retail losses – hitting customer satisfaction levels.
“Automation is the next frontier for travel providers, enabling contact centre agents to achieve faster and better results for customers.” said Bhupender Singh, CEO of Intelenet® Global Services. “Intelenet is preparing our clients for this next big step in the air travel experience. Embracing the opportunities automation brings, providers can optimise how they process customer requests.
“We have an unparalleled mix of travel industry and service delivery experience, which has produced innovative solutions to address the pain points of our clients. Digitization is revolutionizing the travel industry and our aim is to support our client’s customer relationships through extensive technology deployment. This approach is at the heart of our iFARE tool which uses a single interface for easy access to process the required data to retrieve the necessary information needed to fulfil customer requests.”