Travel & Hospitality

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Flight Reservation Is One Call Away


Hello Travel

 

Flight Reservation Is One Call Away


Hello Travel

 

What is Hello Travel?

Hello Travel provides customers with instant travel information using revolutionary, voice and speech-enabled technologies. Simply put, your customers will have access to fast, effective and instant travel information, such as flight information, frequent flier account inquiries, price inquiries, availability inquiries and ticket reservations by simply speaking their requests into the handset. Hello Travel will change the way airlines interact with their customers over the phone!

What services does Hello Travel provide?

Callers simply conduct their search by speaking their requests using their natural voice.

  • Hello Travel provides customers with instant voice access to automated customer service functions, 24 hours a day, 7 days a week, all without the need to use complicated touch-tone menus.
  • Hello Travel recognises a caller's voice, natural language, local accent and dialect and eliminates the need to push any keys or wait for a live agent using Speech Recognition Technology.
  • Hello Travel handles large data sources and delivers unmatched automation rates using a customer-friendly system which simulates natural, human conversation.

What problems does Hello Travel solve?

Hello Travel eliminates the need for customers to navigate through countless, touchtone menus or wait in line to speak to a live agent, thereby increasing call center productivity and customer satisfaction. The cost-effective Hello Travel technology enables companies to save a considerable amount of money, as it costs about one-tenth of what a live agent would cost, leading to a rapid ROI in just 3 months. Customers receive a faster and more reliable service with Hello Travel than agent-based directories and traditional IVR systems.

How will Hello Travel benefit my company?

  • Hello Travel is built on a proven and flexible platform that delivers seamless performance and superior reliability. It is also capable of supporting any number of users and callers at any given time.
  • Hello Travel uses a Biometric Voice Authentication interface which protects critical and sensitive interactions and provides secure access through the telephone.
  • The Biometric Voice Authentication interface enables customers to securely log into the Hello Travel system based on the unique features of their voice. The system combines speech recognition and speaker verification to simultaneously identify and authenticate callers in one step.
  • Hello Travel allows customers to transfer to a live agent, if necessary, thereby enabling call center agents to focus on productive calls.
  • Hello Travel will increase your company's brand awareness and help position your company as a leader in emerging technologies.
  • Call center agents are able to focus on complex and higher value transactions, thereby increasing efficiency and cost effectiveness.
  • Hello Travel shortens call durations, virtually eliminates call hold times and decreases abandoned calls, thereby increasing customer satisfaction and efficiency.
  • Daily and seasonal traffic peaks are easily handled with Hello Travel, thereby eliminating the need to hire additional staff.

What are the key features of Hello Travel?

  • Customers receive a natural, human-like caller interface while using Hello Travel technology.
  • Hello Travel features a large vocabulary for speech recognition support.
  • Hello Travel is adapted to multiple languages, accents and dialects, thereby pleasing both Arabic and English speaking callers.
  • Biometric Voice Authentication ensures personalisation and guarantees a safe and secure authentication.
  • Callers may interrupt the system and speak without waiting for a prompt to finish.
  • Hello Travel provides information read-backs to callers using clear and natural audio prompts.
  • Hello Travel is able to support any number of callers at a given time, making it an ideal choice for travel and airline companies and airports.

Services provided by Hello Travel for airports may include: flight information, gate information, baggage help desk, lost or damaged bag status, airport information line (phone numbers, driving directions, general safety and travel information, etc.), and hotel rates and availability.

Services provided by Hello Travel for airlines and travel companies may include: flight information, gate information, price and seat availability, flight reservation, change or cancel reservations, reservation confirmation, business travel services, frequent flier services, vacation packages information, employee travel booking, and pre-agent interviews.

Hello Travel vs. Live Agent

  • Cost per call of a live agent = AED 3.00. Cost per call of a speech agent = AED 0.20
  • Average call duration of a live agent = 3 minutes. Average call duration of a speech agent = 2 minutes
  • Average hold time for a live agent = 30 seconds. Average hold time for a speech agent = 0 seconds
  • The estimated ROI (Return On Investment) of Speech Recognition Solutions is as low as 2 months

Call Steering

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With their complicated menus, touchtone and other self-service systems can mean misrouted calls, wasted time and frustrated customers. With our Call Steering solution, calls are handled accurately and cost-effectively, and misrouted calls are a thing of the past. A customer calling in is immediately asked by the program’s digital agent, “How can I help you?” and routed to the correct contact center agent or self-service application according to their response.

With their complicated menus, touchtone and other self-service systems can mean misrouted calls, wasted time and frustrated customers. With our Call Steering solution, calls are handled accurately and cost-effectively, and misrouted calls are a thing of the past. A customer calling in is immediately asked by the program’s digital agent, “How can I help you?” and routed to the correct contact center agent or self-service application according to their response.
All inbound calls can be directed by Call Steering, which uses our Speak Freely technology to understand a caller’s intent, even if different words are used to make a request. If more information is needed to determine intent, Speak Freely asks additional questions for clarification before routing the call,  if it determines that more information is needed or that the caller’s purpose is unclear. By replacing outdated touch-tone or other speech-based IVR systems, contact centers can save millions of dollars every year with Call Steering.

Benefits of call steering

  • Cost-effective and accurate call routing
  • Multiple phone numbers can be combined
  • Enhance caller experience
  • Reduce costs
  • Proven and reliable technology

Cost-effective, accurate call routing

In the fewest steps possible, Call Steering routes customers to the correct destination quickly and efficiently. Shortcuts to submenus that are frequently requested, dialog disambiguation and proven recovery strategies are used to help speed calls and ensure customer satisfaction.

Multiple phone number consolidation

Multiple contact centers with different customer service phone numbers are joined as one through Call Steering deployment.

Enhanced caller experience

By letting customers use their own words to describe what they want, complicated touchtone menus are eliminated and customer satisfaction increased.

Reduced call center costs

Call Steering systems can decrease the number of misrouted calls, enhance your total call automation rates and shorten call times, meaning greater efficiency and less cost.

Proven and Reliable Technology

With Call Steering solutions based on the leading network speech recognizer, Nuance Recognizer, you can be assured you’re using the industry’s best that is certified to use with leading Interactive Voice Response (IVR) platforms. At Emerging Technologies, we also specialize in designing techniques and tools that speed up deployment, automatically generate code, and facilitate management and configuration. And with our domain expertise, we’re specialists in testing and deployment for specific industries.

Loyalty Voice Portal

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With the innovative Voice Portal solution, you’ll not only enjoy reduced costs but increased customer satisfaction with human-like 24-hour self-service customer care. Using advanced speech recognition technology, customers subscribed to your loyalty program will be able to access answers to all of their questions with significantly less need for live agents, meaning better customer service with overhead.

With the innovative Voice Portal solution, you’ll not only enjoy reduced costs but increased customer satisfaction with human-like 24-hour self-service customer care. Using advanced speech recognition technology, customers subscribed to your loyalty program will be able to access answers to all of their questions with significantly less need for live agents, meaning better customer service with overhead.

Based on Simply Speak! Technology, the Voice Portal solution gives your customers the fastest access to information in their own language. Callers get instant access to services without having to wait on a live agent or trying to navigate a confusing touchtone menu.