Amadeus has added traditional and simplified
Chinese-language capabilities to its chatbot, ‘Amanda’.
The chatbot, first launched in 2017, is now
available 24/7 in more than 90 countries and four other languages
– Spanish, English, French and Brazilian Portuguese.
Pierre Giordano, Vice President of Customer
Service at Amadeus, said, “Following extensive research of our
platform engagement prior to the coronavirus pandemic, we found
that globally more than 70% of service requests to our Service
Desk that manages our customer’s needs were simple ‘how to’
questions with easy and fast answers. Powered by artificial
intelligence, we’ve designed the Amanda chatbot to answer these
common questions that travel agents raise in and beyond Asia
Pacific, so they can get help quicker and more seamlessly.”
The chatbot is accessible to travel agents in Amadeus
Selling Platform Connect at any time, so Amadeus’ travel agent
customers don’t have to pick up the phone mid-booking for simple
queries. In the average month in 2019, the tool had more than
9,700 active users and 23,300 chat sessions.
“Amanda’s popularity with our customers shows that
there is high demand from travel agents for a more flexible
approach to customer service. This underpins our broader vision to
create a Live Travel Space, where our customers can access the
expertise and technology they need on their terms and at their
moment of need,” added Giordano. “Thanks to machine learning and
artificial intelligence, we expect Amanda’s performance to
continue improving in the future. At the same time, should our
customers need further support or prefer to speak to a person,
they will be directed to the right support experts available to
offer them a dedicated assistance.”
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