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Perfecting the Airport Experience with Conversational AI - Sestek - ContactCenterWorld.com Blog

Perfecting the Airport Experience with Conversational AI

 

Remember those quarantine days when we were bored to death and wondered when we would be able to go on vacation again? And when we heard there’d be no travel limit anymore, we rushed to buy tickets to get revenge for those days we couldn’t travel.

It wasn’t just us who missed the good old days. The airline industry suffered COVID trauma, with over $200 billion lost, erasing nine years of earnings. Airports, as an essential part of the airline industry, weren’t any different. In 2021 alone, airports lost $83.1 billion globally.

From Trauma to Recovery: A brighter future

 

Now that vaccinations are working, travel restrictions have been lifted, and normalization efforts are ongoing, airports are moving away from turbulent times. Travel cravings and the rise of domestic and international flights boost optimism and move the industry forward.

People are ready to travel like it’s summer 2019, but what they expect from an airport experience has changed a lot. Since the pandemic hit, health has been among travelers’ top concerns. As a result, more are looking for touchless interactions to reduce or eliminate contact with staff.

In other words, they want self-service solutions where they can solve their issues without the need for live assistance.

Keeping up with Changing Customer Needs

 

Although people now try to avoid personal interactions as much as possible, their need to get information and guidance remains. Conversely, they need more empathy and care since they’re more likely to suffer post-covid travel anxiety.

So, offering solutions that enable seamless customer engagement through touchless experience is among the top challenges most airports face today. Fortunately, they have automation to ask for help. With conversational AI, airports can offer touchless customer service across multiple channels like IVR, web, and mobile. These technologies can provide 24/7 automated customer service without needing customer service employees.

The power of automation: Conversational AI

 

But what is conversational AI anyway, and how does it help businesses?

Conversational AI lets customers naturally interact with systems in their own words. This technology uses natural language processing to make human-machine interaction easy in both written and verbal forms. With Conversational AI, businesses can offer enhanced self-service solutions for their customers.

Sestek Conversational AI solutions cover voice IVRs, chatbots, and virtual assistants. These solutions have been used successfully in different self-service automation projects in various industries. One of these successful projects is Istanbul Grand Airport (IGA), which uses Virtual Assistant to automate customer engagement.

Enhancing travel experience with Virtual Assistant: Istanbul Grand Airport (IGA) Case

 

With a 90-million passenger capacity, IGA is Turkey’s top global transfer hub. The airport needed an automation solution to handle increasing customer requests across multiple channels.

Using Sestek Virtual Assistant, IGA automated customer service and responded to customer inquiries 24/7, without the need for live agents, through its mobile app, WhatsApp, and IVR channels.

As well as providing customers with on-time and touchless engagement across multiple channels, the project also delivered many business advantages with visible effects on customer experience, time savings, and efficiency. With this technology, IGA;

  • answered more than 275.000 visitor questions,
  • saved 1.000 hours of agent time each month,
  • and observed an 18% improvement in NPS for the WhatsApp channel.

To learn more about this case study, click here

Transform your customer service with Conversational AI

 

Are you looking for ways to offer your customers a smooth experience across multiple channels while staying on budget? Does boosting customer service while cutting costs and improving efficiency sound like what you need? Then Conversational AI is the answer.

Just fill out the form here, and our team will get back to you with how we can help.

 
 

Author: Sestek Marketing Team, Sestek

Source: https://www.sestek.com/2022/08/perfecting-the-airport-experience-with-conversational-ai/

Publish Date: August 16, 2022


2022 Buyers Guide Training

 
1.) 
CharlottePurvis.com

Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.) 
CNCBA 4PS

4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)

3.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

4.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

5.) 
First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience

6.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

7.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

8.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)

9.) 
Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

10.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

11.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

14.) 
Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

15.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 



View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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