Rijswijk / Willemstad – TUI Destination Experiences, the branch of TUI Group, which is responsible for the range of activities, excursions and tour guides on destinations, is now using artificial intelligence (AIR) in its call center in Palma to provide response to vacationers to common questions.
Platform, AIR (Artificial Intelligence Response) called, was developed in the TUI Destination Experiences Innovation Lab in Palma, in collaboration with the company Big Data Strategy in Madrid. AIR is used primarily for answering telephone inquiries.
The customer can enter their booking number and and will be diverted to AIR, which automatically responds to the question. If the customer has different or additional questions, it is forwarded to an employee of the call center.
In the second phase, which a few weeks ago is already running, AIR will be via the TUI Digital Assistant application also enabled to process written requests from customers. Chris Carmichael, responsible for the Innovation Lab, commented: “As a first step we ask the system to set up and develop responses which are then checked by a contact center employee before we ship them Incremental AIR will learn on fully autonomous way to answer customer questions. Our goal is to not only offer our customers a quick response, but above all to give a satisfactory answer. “AIR has already treated more than 5,800 questions this summer, as the waiting time for other calls , e-mails, SMS messages or shortened considerably using the TUI app”.
Questions about transfer times and when the tour guide at the hotel is present, are examples of questions that are now being answered automatically. It concerns more than 30% of the total number of questions, leaving the more important questions to be answered by an actual customer service personnel.