Thomson trials travel search tool for customers

Published on : Friday, November 25, 2016

thomsonThomson, leading holiday brand, trialling a travel search tool leveraging IBM’s Watson technology.

 

The tool allows customers to interact via a simple chat interface to get responses in real-time. This will help customers avail suggestions of great holiday destinations or exciting holiday experiences.

 

In a research earlier, Thomson found that 77 per cent of people thought a virtual agent would be useful when searching for a holiday.

 

The experimental service is in beta and will continue to be developed using machine learning and customer feedback to improve responses.

 

Jeremy Osborne, director of strategic innovation, TUI UK&I said: “We wanted to test whether a conversational search experience would resonate with our customers as a new, fun and easy way to find their ideal holiday.

 

“By leveraging IBM’s Watson technology, we are raising the bar in the travel industry. We are delivering an interactive service experiment to our customers that offers holiday inspiration ideas and personalised search results based on customer interests.

 

“We are excited to learn how customers react and interact, what they get out of the experience and how it compares to the current way of shortlisting holiday options.

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