Amadeus
Amadeus solves +90% of questions thanks to AgentBot
Amadeus, leading provider of solutions for the global tourism and travel industry, has been serving more than 190 countries and 71 local commercial organisations for the last 30 years. In 2017, they decided to automate their customer service, and their numbers have been growing ever since.
The travel company, partner of leading companies such as British Airways, Iberia and AMEX, decided to kick off a digital transformation that is still going at full throttle. First, with the modernization of their online knowledge platform, Amadeus Service Hub. Then came the implementation of AgentBot to improve their customer support. Today, and with the arrival of its smart chatbot to the United States, Amadeus affirms its presence and leadership throughout America.
Goals
In an era full of new technologies, Amadeus knew it was time to board a new flight. Its final destination? innovation. Changes in consumer habits required providing personalized and effective experiences. High demand needed 24/7 attention. In short, Amadeus needed a high quality, easy and fast support service. But how to count on the human factor for customer service without relying on human agents?
Welcome aboard
As an answer to this question came Amanda, virtual assistant of Amadeus. Amanda understands the natural language and intentions of the agent, being able to interact practically as a human being. The assistant is also equipped with machine learning technology, in order to detect and implement improvements quickly and across all channels. In this way, Amadeus guarantees its customers immediate responses with precise, human-like interactions over time.
“AgentBot allows us to reduce operational costs and boost our brand as an innovator player in the travel industry.”
Diego Bettini
Associate Director, Regional Customer Service
Latin America & Caribbean
And see how they did it
How it works
The virtual assistant understands natural language and the agent’s intentions, being able to interact practically as a human being. Amanda is also equipped with machine learning technology, which allows her to learn every day with every interaction. This way, Amadeus guarantees their customers immediate and precise answers over time.
Experience & Results
Since Amanda jumped on board, consultation time was reduced to approximately one minute. At first, Amanda answered about 3,300 cases a month. Today, the virtual assistant operates in 87 countries and responds 30,000 conversations a month in Spanish, English and Portuguese immediately, without needing connection or access to other means of support. In addition, 28% of customers who interact with Amanda come back for new consults, as a result of a good experience and customer service.
Travel agents get instant answers to their requests about:
- Rates
- Issuance
- Reissue
- Hotels
- Cars
- Payment methods
- EMD
- Other issues
“Amanda answers customers’ functional questions, thereby removing the need to call the help desk and wait for the next available expert.”
Melanie Tremoceiro
Customer Support agent at Amadeus
94%
of effective answers
+7000
monthly users
0:56″
average consult time
Amadeus and a high-flying future
The Amadeus team is working on the incorporation of new languages for Amanda. The goal is to land on 100 countries with AgentBot technology by 2020, and continue to revolutionize the travel industry.
And see how they did it
