Amadeus is today launching traditional and simplified Chinese-language capabilities for its chatbot, to make it available to even more travel agents in Asia Pacific.
The chatbot, named ‘Amanda’, is the first interface from Amadeus Selling Platform Connect capable of offering real-time help to Amadeus customers. It was first launched in 2017 to bolster Amadeus’ customer service suite, providing immediate assistance 24/7, and it is now available in more than 90 countries and four other languages – Spanish, English, French and Brazilian Portuguese.
Pierre Giordano, Vice President of Customer Service at Amadeus commented: “Following extensive research of our platform engagement prior to the coronavirus pandemic, we found that globally more than 70% of service requests to our Service Desk that manages our customer’s needs were simple ‘how to’ questions with easy and fast answers. Powered by artificial intelligence, we’ve designed the Amanda chatbot to answer these common questions that travel agents raise in and beyond Asia Pacific, so they can get help quicker and more seamlessly.”
“During these uncertain times, our customers are facing an influx of COVID-19 related inquiries, including around ticketing. We are constantly improving Amanda’s content to help our customers maintain high standards of customer service during the crisis. For example, Amanda provides guidance on frequently asked questions such as around ticket refunds, reissues and EMD vouchers”, added Giordano.
Amanda is accessible to travel agents in Amadeus Selling Platform Connect at any time, so Amadeus’ travel agent customers don’t have to pick up the phone mid-booking for simple queries. In the average month in 2019, the tool had more than 9,700 active users and 23,300 chat sessions.
“Amanda’s popularity with our customers shows that there is high demand from travel agents for a more flexible approach to customer service. This underpins our broader vision to create a Live Travel Space, where our customers can access the expertise and technology they need on their terms and at their moment of need,” said Giordano.
“Thanks to machine learning and artificial intelligence, we expect Amanda’s performance to continue improving in the future. At the same time, should our customers need further support or prefer to speak to a person, they will be directed to the right support experts available to offer them a dedicated assistance. The added benefit of the Amanda chatbot is that it allows our customer service experts to concentrate on more complex requests and provide value-added services, so its win-win for our customers” Giordano added.
Amanda is now available in more than 90 countries worldwide including in Asia Pacific, in New Zealand, Australia and the Pacific Islands, Malaysia, and the Philippines. Beyond the region, Amanda is also available in Latin America, Portugal, Scandinavia, Southern Africa, East Africa, Nigeria, Ghana, Spain, the UK and Ireland, France, Benelux, USA, Canada, Hungary, and Romania.
Amadeus is planning further roll-outs, with a number of new languages in development.