Amadeus

Amadeus achieves 70% deflection of traditional channels to automatic services after implementing AgentBot

Amadeus, leading provider of solutions for the global tourism and travel industry, has been serving more than 190 countries and 71 local commercial organisations for last 30 years. By 2017, the need to evolve to a superior communication was imminent.

The travel company, partner of leading companies such as British Airways, Iberia and AMEX, decided to kick off a digital transformation. First, with the modernization of their online knowledge platform, Amadeus Service Hub. And most recently with the implementation of AgentBot to improve their customer support.

Goals

  • Offer high-quality support service
  • Fast
  • Easy
  • Available 24/7
  • With human-like interactions

Amanda

Up until a couple of months ago, travel agents who used the Amadeus Selling Platform and needed to ask a question had to minimize the reservation window to contact human support. But when AgentBot took off this became a thing from the past.

Amanda

Up until a couple of months ago, travel agents who used the Amadeus Selling Platform and needed to ask a question had to minimize the reservation window to contact human support. But when AgentBot took off this became a thing from the past.

“AgentBot allows us to reduce operational costs and boost our brand as an innovator player in the travel industry.”

Diego Bettini

Associate Director, Regional Customer Service
Latin America & Caribbean

“AgentBot allows us to reduce operational costs and boost our brand as an innovator player in the travel industry.”

Diego Bettini

Associate Director, Regional Customer Service
Latin America & Caribbean

And see how they did it

How it works

The virtual assistant understands natural language and the agent’s intentions, being able to interact practically as a human being. Amanda is also equipped with machine learning technology, which allows her to learn every day with every interaction. This way, Amadeus guarantees their customers immediate and precise answers over time.

Experience & Results

Amanda already solves more than 3.300 cases a month, immediately, without the need to contact or access other means of support.

Travel agents get instant answers to their requests about:

  • Rates
  • Issuance
  • Reissue
  • Hotels
  • Cars
  • Payment methods
  • EMD
  • Other issues

“Amanda answers customers’ functional questions, thereby removing the need to call the help desk and wait for the next available expert.”

Melanie Tremoceiro
Customer Support agent at Amadeus

78%

of effective answers

70%

deflection of traditional channels

Experience & Results

Amanda already solves more than 3.300 cases a month, immediately, without the need to contact or access other means of support.

Travel agents get instant answers to their requests about:

  • Rates
  • Issuance
  • Reissue
  • Hotels
  • Cars
  • Payment methods
  • EMD
  • Other issues

“Amanda answers customers’ functional questions, thereby removing the need to call the help desk and wait for the next available expert.”

Melanie Tremoceiro
Customer Support agent at Amadeus

78%

of effective answers

70%

deflection of traditional channels

And see how they did it

Start making your customers happy

Start making your customers happy