DigitalGenius for Travel, Transport & Hospitality

Knowing your customers is critical for Travel, Transport & Hospitality businesses, regardless of channel or where customers are in the journey. Here’s how you can unify data from multiple sources and rapidly resolve repetitive queries at scale.

There’s a better way forward.

Travelers expect to be known and understood by their brands. Industry leaders build a platform delivering an enriching and personalized customer experience, enabling one view of the customer - across any channel and at their leisure. Pulling together this data, and making the journey smooth and convenient is today’s big challenge. Here’s how to begin the journey. You can leverage AI-powered automation to create personal experiences for the most high volume queries, meeting your customers where they are while delivering on their communication expectations.

The Travel, Transport & Hospitality Ecosystem

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Key Repetitive Travel, Transport & Hospitality Processes to Automate

Booking Cancellation
The challenge:

Things change fast in travel, your customers need flexibility and swift action. To deliver, agents must follow a process to check eligibility and if penalties apply, yet the wait time is disruptive for a traveler changing plans.

THE SOLUTION:

DigitalGenius AI can read and understand customer cancellation requests, and execute actions in third party systems for standard requests. With an instant reply and next steps, travelers are able to resume their journey, minimizing the unplanned disruption and allowing agents to focus on complex challenges.

Refunds
The challenge:

Due to a plethora of reasons, from an unforeseen cancellation to a negative experience, travelers expect refunds as promised. Enquiring about eligibility or status lengthens the queue and extended wait times lower an already diminished satisfaction score.

THE SOLUTION:

Recognizing the intent behind the customer’s query, DigitalGenius can immediately reply with status and/or eligibility, reducing some friction and assuring customers their problem is being rapidly handled. Agents can focus on more complex refund requests with the extra time.

Prioritization
The challenge:

With a multitude of query types ranging from low priority to absolutely time critical, businesses are at pain to sort through requests that demand attention. With keywords insufficient, businesses need to find ways to rapidly address time sensitive queries, easing challenges for the customers most in need.

THE SOLUTION:

DigitalGenius is able to automatically classify cases, and following business rules can prioritize and route as necessary. By ensuring faster response times to the most sensitive requests, and cutting out manual categorization work, DigitalGenius helps connect the right resource to the customer, ensuring their journey can resume as rapidly as possible.

Loyalty
The challenge:

Before making a booking, repeat travelers will want to find out if they have points available, and if they are eligible to use them. This represents a barrier to purchase, but with large volumes and labor intensive processes to follow, delays can lead to competitive loss.

THE SOLUTION:

Following business rules and process, DigitalGenius can access loyalty systems after using AI to identify customer intent. With an instant reply, travelers have one less step to making a booking, making their purchase journey more effortless, while eliminating low value and mundane work for customer service agents.

Cargo Management
The challenge:

Particularly for B2B customers, planning for goods receipt is an important logistical step. But with queues and repetitive steps to follow, agents struggle to respond quickly with accurate information.

THE SOLUTION:

DigitalGenius uses AI to recognize the intent of the message, and by querying third party order systems can respond automatically to customers with up-to-date order status, delivering major time savings for customers and agents, while ensuring customers plan adequately for receipt.

How DigitalGenius Works

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The average response time for manufacturers today is 24 hours, with an average handling time of 5 minutes. DigitalGenius allows manufacturers to bring both down to < 1 minute, which unifies business units and ensures that valuable opportunities are capitalized upon - while ensuring that your customers receive the best service during key points in their purchasing cycle.

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