Travel providers that can quickly and effectively respond to customer inquiries have a competitive advantage in the marketplace. After all, “every second matters,” which is where digital solutions such as automation come into play.
To improve its customer service in light of staff shortages and budget constraints, Amadeus has partnered with technology provider Aimendo, which uses artificial intelligence, machine learning and natural language processing to automate various forms of written communication such as emails, chat messages and SMS.
With the partnership, Aimendo’s natural language automation is integrated into the Amadeus ecosystem via Amadeus Web Services to execute specific actions to help improve business travel agents’ efficiency.
For example, if a traveler sends an email asking about specific flight options, Aimendo processes the request and drafts a response showing available flights as well as a booking option. If the traveler needs to change a flight mid-trip, the platform will find new flight options and calculate related costs.
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More complicated email and chat requests may be automatically forwarded to the correct person or department. Amadeus says Aimendo is extracting, routing and processing requests at a 90 to 92% success rate.
“Our alliance with Aimendo is aligned with Amadeus’ unwavering strategy to expand the integration of valuable technology that brings innovation for greater efficiencies and productivity to our customers,” says Robert Buckman, head of travel unit, North America, at Amadeus.
For the quarter ending June 30, 2022, Amadeus reported revenue of €1.18 billion. The company says it saw improvement and travel agency bookings and passengers boarded particularly in North America.