Does artificial intelligence have its place in the travel industry?
Imagine you are planning a vacation for your family. You’ve spent a lot of time researching destinations, booking flights, renting a car, and finally finding a hotel. After thoroughly researching all of your options, you’ve settled into a property and picked up the phone. After a few rings, you hear a voice on the other end of the phone and immediately twitch: a vocal robot. What could have been a quick, painless phone call turns into a one-sided conversation that seems to spin you around in circles until finally, you can talk to a human on the other end of the phone.
What are voice robots?
Voice robots are software programs used in call centers of large companies to help customers navigate to the representative of their choice more naturally than a voice recording with answers entered. Voice robots are powered by artificial intelligence and are known as interactive voice response systems or IVR for short.
What’s the deal with today’s voice robots?
Despite vast technological improvements over previous iterations of the IVR that allowed customers to listen to menus and press corresponding numbers on their keyboards, the majority of consumers still seek to avoid voice bots as far as possible. possible.
IVR systems seemingly appeared overnight and forced customers into a loop of long wait times and inconsistent call and response scenarios. However, IVR systems are widely used by industries around the world to help businesses cope with massive call volumes. You don’t have to be an industry expert to point out what’s wrong with today’s IVR systems.
Long menus and rigid redirection
Since IVR systems cannot differentiate between call types, customers are forced to repeat a menu cycle to help them narrow down the reason for their call. It’s an incredibly frustrating situation for any customer, but older customers especially have a hard time keeping up.
IVR systems cannot create or understand context
Unlike humans, IVR systems cannot provide a personalized calling experience. Completely oblivious to customers’ purchase history, past needs, or customer journey, callers are all forced to go through the same roadblocks, over and over again, every time they call.
IVR systems cannot collect and store data
IVR systems can only collect and store a limited amount of data, so returning callers will not have their progress recorded. Additionally, the inability of IVR systems to collect data cripples a business’s ability to make data-driven decisions based on the call experiences of its customers.
What are the consequences of addiction to voice robots?
According to Vonage, a leader in the cloud communications industry, 61% of customers believe IVRs are a bad experience. Additionally, the IVR Report 2018 states that 83% of customers have completely abandoned a business after reaching the options menu of an IVR. Customer service experts have since identified the massive IVR implementation error.
Over the past year and a half, IVR systems have been subjected to the ultimate stress test, especially in the travel industry. When flights are canceled en masse, airline call volumes increase, and it’s clear that IVR systems are hurting the customer experience rather than simplifying it.
Where do we go from here?
It’s 2021, automated customer service experiences don’t have to be so painfully miserable. Many businesses need some type of automated system to help process and sort callers. An investment in the technology to create an alternative, customer-centric, intelligence-driven voice bot is a feasible solution.
A voice bot focused on increasing response time, decreasing total call time, and redirecting callers quickly with an added component of human interaction is now a reality. Keep an eye out for our next story when we introduce you to Bella ™, The Virtual Hotel Agent ™.
On Travel prospects
Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and tools used to measure performance – Travel Outlook Premium Hotel Call Center has become the premier voice booking team in the hotel. Travel Outlook’s list of valued clients includes Viceroy Hotel Group, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Highgate Hotels, The Irvine Company, Catalina Island and many more. Travel Outlook’s team and approach increase sales conversion and help create more effective voice communication between hotels and their guests, resulting in better social scores in addition to increased channel revenue. vocal. For more information, visit www.traveloutlook.com.