Artificial Intelligence solution iFARE™, reduced customer service costs by 30 per centIndustry professionals gathering at leading travel event will explore the next frontiers for the travel industry. The World Travel Market London Exhibition, taking place between the 7th and 9th November, will explore the challenges of the industry and how digital is shaping customer expectations.
Customers desire more flexibility and speed but compliance with fare rules holds back improvements on the average handling time. Over 85 per cent of the customer requests which arise from flights being delayed, rescheduled or cancelled, require agents to go through detailed fare rules. Manually checking Global Distribution Systems and other reference points leaves travel companies liable to agent errors and retail losses hence impacting overall end customer satisfaction.
Artificial Intelligence tool, iFARE™ was able to improve the average handling time by 12 per cent for a leading global online travel company. It also reduced customer service costs by 30 per cent. By automating the process of retrieving information related to airline fares and policies from multiple databases, iFARE™ fetches all the required information for fare processing. Developed by Intelenet® Global Services, iFARE™ uses natural language processing to manage refunds and change fees, whilst complying with fare rules.
Intelenet ® Global Services’ tool is an automated fare calculator which empowers agents to process a higher volume of customer requests across multiple Global Distribution Systems and airline websites.
“Automation is the next frontier for travel providers, enabling contact center agents to achieve faster and better results for customers. 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. iFARE™ is the latest addition to our creative and innovative toolkit (iSAFE™, iCAN™) which give our clients the digital capabilities to manage customer experience,” said Bhupender Singh, CEO of Intelenet® Global Services.
“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 fulfill customer requests,” continued Bhupender Singh.