AI has already spread its branches in all industries. What role it has to play in airlines?
FREMONT, CA: In this evolving digital era, the number of airlines adopting Artificial Intelligence (AI) to deal with customer service issues has reached its peak. In 2020, we will be witnessing airlines delegating more responsibility to AI. As AI becomes more connected within intricate back-end systems, AI will be given more tasks of a higher level, such as offering passengers the option to rebook if the delay is serious.
AI offers immediate resolutions to daily communications
Customer service extensively relies on text-based channels that have dominated all other communication. In order to address this, virtual assistants are being leveraged by airlines to quickly answer the queries of customers like flight status, baggage allowances, and in-flight services. This has decreased the response time from minutes or hours to mere seconds.
AI frees up human agents to focus on complex issues by taking the responsibility of doing repetitive and mundane tasks, resulting in happy and fulfilled employees. Since customer service turnover is the highest of any industry, minimizing agent attrition can help airlines save significant resources for onboarding, hiring, and ongoing training of new agents.
AI empowers predictive and proactive care at scale
One of the incredible opportunities with AI in 2020 is predictive and proactive customer care. AI has the potential of transforming the CX colossally for travelers in their most stressful events.
For instance, tapping into contextual signals on a personal level help airlines to predict if a person is going to miss their flight since they are stuck in heavy traffic. Further, the airline can arrange for a rebooked boarding pass on the next flight based on the traffic delays or long lines at TSA PreCheck.
Why AI adoption will take off in 2020
Today, modern travelers expect more than just free Wi-Fi on a flight. They demand convenient, effortless customer experience. The airlines that meet the satisfaction of the customers both on and off the flight stand out.
Earlier, customers had no problem with calling and waiting on holds even for hours searching for lost bags and other issues. However, the tolerance level has decreased today for the delayed, frustrated, and fragmented customer experiences earlier because of the instant gratification they receive from their smartphones and holistic shift towards frictionless technology.
Global airlines are now adopting AI to protect their brand by offering real-time, convenient, and effortless customer service.
It is crystal clear that the role of AI in the airlines’ customer service operations in 2020 will rise substantially. AI will take over complex tasks made possible by incorporations with back-end systems.
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