B2B travel platform collaborates with 3CLogic to reorganize internal operations

Friday, January 26, 2024

Today 3CLogic, a well-known Conversational AI and Contact Center solution for ServiceNow®, declared about the recent choice in terms of its offering by a famous B2B travel platform catering to airlines, hotels, car rental companies, and travel agencies in more than 60 countries. The tactical decision, in collaboration with the current use of ServiceNow’s Customer Service Management product by the company, will aid in restructuring internal service operations while enhancing every day customer interactions in more than 30 languages.

As enterprises evaluate their CX needs, particularly in CCaaS, many are understanding that substituting one contact center solution with another is not life-changing in itself, says the VP of Global Sales at 3CLogic, Matt Durkin.

With more than 400 agents placed internationally, the placement will allow many ServiceNow-centric capabilities planned to improve the organization’s CX operations include:

Dynamic ServiceNow IVR – the capability to direct and personalize calls on the basis of attributes and context data deposited in ServiceNow. Declarations are energetically sourced from ServiceNow tables, permitting administrators to execute deviations straight from within ServiceNow without the necessity to modify the IVR call flows directly.

ServiceNow-integrated Multi-language Call Transcriptions – call transcripts auto-posted to ServiceNow records to decrease manual agent responsibilities and reorganize communication between teams, at the same time feeding ServiceNow’s GenAI to enable additional automation.

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