The travel industry has witnessed a significant transformation in recent years, with technological advancements playing a pivotal role. One aspect reshaping the landscape is the integration of AI-enhanced knowledge bases, which help brands deliver quick, seamless, personalized assistance to travelers.
AI-powered knowledge bases, including TTEC’s Knowledge Assist, use AI and machine learning to quickly analyze large volumes of data and put relevant, useful information at associates’ fingertips quickly, so they have easy access to the information they need to help customers.
Too often, associates using traditional knowledge bases are served up irrelevant or outdated material, which slows their ability to serve customers. With Knowledge Assist, they can resolve inquiries faster – improving customer experience (CX), employee experience (EX), efficiency, and customer satisfaction.
Here are four ways an AI-enhanced knowledge base can help you elevate CX in the contact center:
1. Personalized, proactive travel experiences
Knowledge Assist uses advanced algorithms and AI to analyze vast amounts of data related to user preferences, travel history, and real-time information. Using those insights, it can generate highly personalized recommendations for accommodations, activities, and itineraries based on individual preferences. The result? You can proactively meet customers’ needs, and customers feel like your brand truly knows them.
And as travelers embark on their journeys, an AI-powered knowledge base continuously adapts to changing circumstances. Whether it’s weather disruptions, traffic delays, or unexpected closures, the system dynamically adjusts travel itineraries in real time, ensuring a seamless and stress-free travel experience.
2. Enhanced customer service
Knowledge Assist is redefining customer service in the travel industry. It can instantly provide answers to frequently asked questions, offer guidance on travel-related concerns, and even troubleshoot issues. This not only improves efficiency, but also enhances customer satisfaction by delivering prompt and accurate support.
Our generative AI-enhanced answer system, called Let Me Know, significantly reduced average handle times across all tiers of associates and reduced on-the-job stress for 83% of associates who used it.
A system like this also enables you to meet your customers where they are. The global nature of travel means you need to be able to talk to your customers in a multitude of languages. Equipped with language processing capabilities, an AI-enhanced knowledge base can understand and respond to inquiries in various languages, breaking down communication barriers and catering to a diverse clientele.
3. Seamless connectivity across platforms
AI-powered knowledge systems can easily integrate with multiple devices and platforms such as smartphones, smartwatches, and in-vehicle systems. This can give your travelers peace in knowing that they have access to assistance and information across their preferred devices, enhancing convenience and accessibility throughout their journey.
Not to mention, AI-enhances systems bring together an interconnected travel ecosystem. The connected travel industry involves a myriad of stakeholders, including airlines, hotels, transportation services, and more. Knowledge systems act as a unifying force, connecting these elements to create one cohesive and integrated travel ecosystem. This fosters collaboration, streamlines operations, and optimizes the overall travel experience.
4. Real-time travel insights
Leverage real-time data analytics to provide valuable insights to travel service providers. This lets you make informed decisions, optimize services, and anticipate trends, ultimately enhancing operational efficiency and customer satisfaction.
And by analyzing historical data and patterns, AI-powered knowledge systems can predict future travel trends and potential challenges. This proactive approach allows brands to prepare for demand fluctuations, improve resource allocation, and deliver a more anticipatory and responsive service.
Work with an expert partner
AI-enhanced knowledge bases are undeniably transforming the connected travel industry by bringing intelligence, personalization, and efficiency to every stage of the travel journey.
As this technology continues to evolve, interactions will become even more effortless, personalized, and sustainable. But embracing AI in the knowledge space is not just a technological upgrade, it’s a step towards redefining the very nature of travel and creating a connected, informed, and enriching experience for travelers worldwide.
If you lack the needed knowledge in house, partnering with an expert that specializes in AI-enhanced CX in the travel industry can help you identify the strategy and tools you need to take customer and employee experience to the next level.
