Tuesday, January 23, 2024
CWT, the global provider of business travel and meetings solutions, is enhancing the user experience on its myCWT platform by incorporating generative artificial intelligence (GenAI) capabilities powered by Azure OpenAI. Travelers utilizing the messaging service on the myCWT web and mobile apps will now engage in spontaneous conversations with a GenAI-enabled virtual assistant. In cases where the virtual assistant cannot provide assistance, it smoothly transfers the interaction to a travel counselor.
After a successful pilot phase with a select group of early adopters, the upgraded messaging service has been launched to customers in 56 countries, achieving satisfaction scores of over 90%.
“We see immense potential in using generative AI across our products and services to benefit our customers,” said Erica Antony, CWT’s Chief Product Officer. “Our messaging service has become the preferred support channel for many travelers around the world, and this latest enhancement will create an even better user experience. GenAI will speed up our ability to automate conversations in a powerful way, significantly reducing response times and allowing our travel counselors to focus on more complex customer needs. Of course, this is just the beginning, and we expect to deploy this technology for a number of other use cases over the course of this year.”
In the upcoming months, CWT plans to leverage GenAI for live language translations in its messaging service, enabling travelers to access support in their preferred language seamlessly. Additionally, the company aims to enhance its virtual assistant’s capability to comprehend each customer’s unique preferences, past travel behaviors, and specific business requirements, providing a fully personalized and intelligent experience.
Saturday, April 27, 2024
Saturday, April 27, 2024
