Shaping the Future of Travel Booking
Shaping the Future of Travel Booking

HOW QUALITANCE USED ARTIFICIAL INTELLIGENCE TO IMPROVE CUSTOMER SERVICE EXPERIENCES

Context

The client, a Singapore-based travel booking integrator, asked QUALITANCE to build artificial intelligence customer service agents. Their analysis showed that 60% to 80% of the customer support conversations can be easily automated.

Challenge

We wanted to design a chatbot that mirrors real-life customer service for travel agencies. The bot has to communicate in a natural way, using natural language and understanding the travel booking details, like booking a 4-star hotel with a view to the London Eye, in the center of London, on the first week of August.

bluemix-central

Solution

2016-09-06-bunWe built a conversational agent that enables instant access for customers to the required support. It allows them to ask when their flights leave or how do they get to the hotel as if they were talking with a live human agent.

The chatbot works with chat apps like WhatsApp, Facebook Messenger, or Telegram so it can respond to natural language service enquiries and requests, such as bookings, cancellations, amendments or information requests – that can be operated immediately.

We used Node.js to integrate with the Facebook Messenger Platform, and the IBM Bluemix platform and Watson services to build the dialog systems.

Technologies: IBM Watson / IBM BlueMix, node.js.



ioan
For more information, you can contact ioan@qualitance.com, Managing Partner