Automating responses to the simplest, most common queries, to free up human time for more complex requests: this is one of the main tasks facing business travel agencies for several years now. As have other players in the market, American Express GBT is now banking on a virtual assistant integrated mobile application. Developed by 30SecondsToFly, this chatbot is currently in the test in four countries Australia, Norway, the United Kingdom and the United States. French business travellers and all TMC customers should be able to access the service...
Automating responses to the simplest, most common queries, to free up human time for more complex requests: this is one of the main tasks facing business travel agencies for several years now. As have other players in the market, American Express GBT is now banking on a virtual assistant integrated mobile application. Developed by 30SecondsToFly, this chatbot is currently in the test in four countries Australia, Norway, the United Kingdom and the United States. French business travellers and all TMC customers should have access to this service by the end of the year. end of the year.
Backed by the resources ofartificial intelligenceThis new tool recognises the business traveller, and should respond to his or her simplest requests with an instant response. In particular, problems relating to COVID regulationsor questions relating to the itinerary. In the case of more complex issues, the chatbot gathers the relevant information and transfers it to an advisor to ensure that the case is handled as smoothly as possible. Unlike other chatbots, the tool launched by Amex GBT includes natural language and free text input, rather than pre-filled query formats. This gives business travellers greater freedom to formulate their requests.
High call volumes are affecting service levels across the entire business travel ecosystem
The adoption of this virtual assistant should improve support for travellers, while enabling TMC to meet the challenge posed by the massive return of business travel, and therefore the risk of saturation already in European airports. As Riccardo Vittoria, Director of Chat Platform and AI Strategy at Amex GBT, explains: ". Resumption of travel is much quicker than expected. High call volumes are affecting service levels across the entire business travel ecosystem. So the launch of our virtual assistant comes at just the right time. It will reduce call waiting times for travellers and ease the pressure on travel consultants.. "
American Express GBT had launched its chat system in 2017In June 2021, just a year ago, the TMC launched the new service with new practical features. At the time, TMC "plugged into WhatsApp and Apple Business. And is now planning to " soon to be extended to other platforms and countries ". To be continued.
