Convert by ORI for Airlines and OTA's.

Explore how Convert by ORI solves for use cases for Airlines and OTA's.

A traveller's flight booking journey


The traveler booking journey

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.

Impact

Capture Zero moment of Truth. 4X improved conversions. - Capture intent from first touch point.

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.

Impact

Understand user preferences through conversational insights and analytics. Aid fare and flight discovery across multiple customer channels, languages and 24/7. Curated recommendations that lift brand preference.

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.

Impact

Build a real time recommedation engine and travel guide. 8X lift in NPS. - 5X improvement in brand recall.

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.

Impact

Reduce add to cart drop-off by 23%. Re-engage users in buying journey with curated nudges across messaging channels. Enable one click web-checkin, upgrades and meal add-ons to lift LTC and revenue from upsell.

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.

Impact

Proactive communication across channels. Lift favourability by 8X.

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.

Impact

Use insights, preferences to nudge users with upsell and upgrades. 2X lift in LTV. Optimise workflows to lift upsell instances in real time.

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.

Impact

Use insights, preferences to nudge users with upsell and upgrades. 2X lift in LTV. Optimise workflows to lift upsell instances in real time.

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.

Impact

Lift in brand consideration. User engagement and benefits. Lift in brand preferance.

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.

Impact

Automations reduce turn around time. Reduced call center and support ops dependencies. Lift in brand affinity due to swift response times.

Thank you! Our team will get in touch shortly.

Get Started! Schedule a 10 minute demo.

Have questions about pricing, plans, or use cases? Fill out the form and our conversational consultant will be in touch shortly.