Next IT, creators of Intelligent Virtual Assistants (IVAs) like "Alex" at United.com and "Jenn" at Alaskaair.com, has launched ActiveAgent for Airlines, a conversational IVA with a natural language model that can provide self-service to travel customers across airline Web sites.
"Next IT staff and airline experts have worked together to analyze and resolve 40 plus million travel customer requests to create ActiveAgent for Airlines, a solution that knows what airline customers are going to ask and what solution to offer to quickly and accurately resolve their request. For an airline company, it's the difference between hiring a recent college graduate and hiring a trained professional with years of experience," said Fred Brown, CEO of Next IT, in a statement.
Upon implementation, ActiveAgent for Airlines is ready to assist a user with reservation management, day of flight services, and travel support. It also impacts primary and ancillary revenue by making suggestions for upgrades, such as hotel and car rentals, and calling attention to the benefits of paying for travels with credit cards that offer the most mileage points—recommendations travelers would normally only expect from a live customer service rep.