Synthetix has successfully launched another smartAgent into the Travel and Tourism sector for Virgin Holidays. Visitors to virginholidays.com can click on "Need Help?" and are greeted by smartAgent Valerie who is there to answer queries twenty-four hours a day, seven days a week. The smartAgent has been implemented to improve the customer experience and reduce the routine inbound enquiries to the Virgin Holidays contact centre. Valerie allows users to ask natural language questions about holiday destinations and pre/post booking queries whilst also navigating them around the website. The smartAgent also has a number a pre-programmed conversational goals to attempt to increase sales and impart essential information. The smartAgent has a wealth of knowledge, users can ask "What is like to visit Dubai", "Can I pre-book my seats on the flight?" or even "What films are showing on my flight?".
Additional comments by developer Synthetix:
Valerie has been launched to reduce the number of inbound routine queries to the contact centre. The client doesn't want to reduce the high standard of customer satisfaction and user experience their customers have come to expect from them. The aim of the smartAgent solution is to lower support costs but at the same time maintain and improve levels of customer satisfaction and loyalty, it will also provide Virgin Holidays with a 24/7 feedback system to let them know what their customers want from them.
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Reaction by Phyllis wilkinson on Nov 12th, 2008 19:54
my flight for hols on the 8/12 is at 11.15 am, what time do i need to check in please
if i am taking one piece of luggage can i take more than 23 kilos