Amadeus is partnering with artificial intelligence and machine learning technology provider Aimendo to provide automated communication between travel advisors and travelers.
With the partnership, Aimendo has integrated its natural-language processing into Amadeus' ecosystem via Amadeus Web Services, according to Amadeus, and travel agencies using Amadeus also can integrate it into their own ecosystems. The technology then can automate some agent tasks, freeing up agents to concentrate on more complex problems.
If a traveler sends an email asking for the best flight between two cities on a certain date, for example, the integrated platform can write a response with available flights and the ability to book.
Requests that are more complicated automatically can be forwarded to the correct employee or department at the agency. Agencies can configure the degree to which request processing is automated to reflect their own customer service standards, according to Amadeus.
Aimendo reports a success rate between 90% and 92% on extracting, routing and processing requests.
Source: Business Travel News