The integration of Natural Language Processing (NLP) technology is revolutionizing the way airlines interact with their customers. By utilizing this technology or by outsourcing their customer service functions to a contact center in the Philippines that has deployed it, airlines can understand and respond to customers’ needs and inquiries in a more efficient and personalized manner, making the customer service experience more seamless and gratifying.
According to Ralf Ellspermann, CEO of PITON-Global and one of the Philippines’ leading experts on NLP in contact centers, “Three companies that are leading the way in utilizing AI-based technologies are American Airlines, British Airways, and Singapore Airlines.”
American Airlines is using NLP to enhance its chatbot and virtual assistant, AA Assist. The chatbot can understand and respond to customers’ inquiries in natural language, making it easier for customers to get the information they need. This not only improves their experience but also reduces the workload for customer service representatives.
British Airways is also using the technology to elevate its level of service. The airline has implemented a virtual assistant called BA Assist, which uses NLP to understand and respond to customers’ inquiries in natural language. This allows customers to obtain information quickly and easily, without having to navigate a complex menu or wait on hold for a customer service representative.
Singapore Airlines’ new chatbot service is called Kris. Kris helps customers with their booking- and travel-related queries, using NLP to understand and respond to inquiries, addressing questions that do not require the assistance of a live agent.
Ellspermann emphasizes, “Cutting-edge technology is transforming the way airlines interact with their customers, allowing them to understand and respond to customers’ needs and inquiries in a more efficient and personalized manner. This not only improves the customer experience but also helps airlines save time and resources. Contact centers in the Philippines have embraced NLP and other cutting-edge technologies, attracting attention from companies looking to take advantage of them without making the investments in-house.”
According to a report by Deloitte, the use of advanced technology in the airline industry is expected to increase in the coming years, with more and more airlines adopting it as an effective means to improve their customer service. The report states that the use of NLP will provide airlines with a competitive advantage, giving them the tools to offer customers more personalized and efficient service, a sure means of boosting customer satisfaction and loyalty.
ADVT