Use Cases for Airlines and OTA's.
Discovery
How?
High discovery across platforms like Google Search, FB messenger, Instagram, and Whatsapp - through seamless plug and play. Intent and conversational insights for real-time qualification and retargeting. Micro-segmented campaign management across devices, geographies, and languages and using customer preferences to create rich conversations across the customer lifecycle.
Lead capture and Qualification
How?
Using humanlike and automated conversations to capture leads in a nonintrusive conversational manner. Faster lead collection and qualification processes due to ease in personal information sharing via chat interface. Seamless sync with multiple systems such as CMS, CRM and existing tech stack to enable real time document checks. Live agent handover, with complete context - for fallback instances.
Impact
At scale, can handle an equivalent of 1/2 of the call center traffic, with multi-lingual support. Faster turn around time on leads. Real time customer cohort and ability to apply behavioural analytics. Real time lead qualification and prioritisation. Reduce dependency on live chat agents by up to 80%.
Research and recommendations
How?
Travel recommendations basis user preferences. Check travel routes, timings, and best fares via a chat interface with an option of editing the same. Research basis type of travel "Family, honeymoon etc" along with seasonal recommendations and Covid related updates and information.
Travel Inspiration
How?
User customer insights, conversations, and preferences to recommend personalized travel destinations. Recent travel activity, news, and trending destination are used to create travel inspiration and suggestions. Mimic a travel planner to use customer preferences and suggest travel options, routes, and fares.
Flight booking
How?
Web check-in, baggage allowance purchase, meal add-ons, and full-funnel flight booking through conversations. Add traveler details, payment details, etc. Rewards and cashback on bookings. Policy and compliance.
Informational : Pre Booking
How?
Ability of the bot to share information on routes, airfare, baggage, booking queries etc to aid superior booking experience and ease of information gathering during pre-booking phase. Ability of the AI bot to understand user queries, sentiment and recommend the best options to customers during the travel planning phase. In the case of an existing customer, the AI bot uses historical booking and conversational insights to personalise suggestions and reccomend travel options that result in a peronalised experience - leading to lift in bookings.
Informational : Post - Booking
How?
Helping users with destination information, travel checklists and protocols, changes to PNR status, seat booking reminders, and nudges to upgrade or select meal plans. Changes to booking, re-scheduling, refund claims, etc.
Post booking Upgrades & Purchases
How?
Complaint Management Preemptive communication experience with flight details, and flight status. followed by any changes and cancellations. Conversational insights from the pre-booking stage to be used to segment users most likely to upgrade and nudge users to desired action basis PNR status and PNR date.
Loyalty Programs and Benefits
How?
Proactive communication of loyalty program benefits to convert customers into club members. Acquire customers, engage and nudge users to opt for the most suited plan basis previous travel bookings, destinations etc. Account management related aspects such as reset password, transaction history, miles expiry etc. provided via in-chat interface. Communicate miles expiry and renewals information to reduce churn.
Service, Customer Support and experience
How?
Customers can request refunds by entering their PNR / booking / login details as per the defined business rules. Tracking the status of existing refund requests is possible using the required valid details. Ability to seamlessly sync with back-end systems to verify and process refund requests. Ability to test and implement re-booking workflows that either retain user and nudge them to make alternate booking OR re-book post the refund has been made.
