The relationships between customers and brands have suddenly come to a new and more complex level. Clients have developed the needs of more familiar interactions with companies, relating to brands in the same way they relate with family members, friends, or colleagues. Profiting from the latest technology, companies can now provide this comfortable experience with chatbots profiting from the most common communication channels: Facebook Messenger, WhatsApp, messages, voice, or chat.
Artificial Intelligence (AI), an extensive area of computer science that powers machines with human intelligence and makes them work like a human brain, has been playing a key role in enhancing brands and customer relationships. The behavior of AI has been driven by uncertainties that can not be supported and solved by regular patterns.
AI generates a linkage between the cause and effect of real-life scenarios by associating the accessible data with assumptions and probabilities to achieve an improved analysis. Today and more than ever before, AI is one of the protagonists in our daily activities and it is ironic that most of the time, we do not even realize it.
What is it that makes AI Suitable for the Transportation Industry?
In transport, a typical combination between systems response and users’ behavior may be hard to predict and absorb by simply relying on regular patterns. This is also altered by regular facts like traffic, human errors, or accidents. This is the reason why AI suggested an extensive use in transportation to ensure reliability, safety, frequency of travel, reduction of emissions, and environmental degradation.
Oracle’s survey reveals that 80% of brands have been planning to use chatbots by 2020, while another research conducted by Ubisent discovered that 35% of consumers wish to see more companies using chatbots.
This is only the beginning of a much more complex and advanced process. AI-powered technologies can learn over time and, consequently, improve their capabilities and potential to take over more difficult tasks. Most importantly, businesses are investing substantial time and budget to improve their AI solutions and make an impact on their revenues and the environment.
AI Travel Assistant
Providing clients with an advanced chatbot capable of ensuring 360-degree customer care is a must. At Passengera, they have been working to develop a new concept of passenger care. Jane is an innovative AI travel assistant that helps transport operators develop new communication channels and better relationships with passengers, define new business opportunities, ensure cost-reduction in customer care, and customize promotions of additional services.
Passengera’s AI travel assistant is available as a friend on Facebook Messenger, other apps, and through the onboard entertainment portal. It is involved in all phases of the trip by offering full support pre-journey, on-board, and post-journey, from ticket purchasing to sharing passengers’ travel experience with others. It provides 360-degree customer care while reducing operating costs and dealing with useful information, materials, news or activities, and ensuring time and money-saving upon marketing strategies.
Unlike many other simple chatbots, Jane does not only take advantage of online databases to provide answers to passengers‘ requests, but it also provides recommendations and personalized offers from within the onboard infotainment platform. Jane learns from the passengers and provides tailor-made suggestions based on customers’ behavior. It can collect data on passengers’ preferences with the purpose of suggesting related content and additional customized information.
Uninterrupted customer service
The truth is that having an attentive and fully responsive customer service can be costly for transport operators. Jane can drastically cut this cost by decreasing the need for human customer care.
It can answer the most frequently asked question, inform about safety measures, help in emergencies by analyzing the core problem before reaching out to human support, or – if needed – it can connect the passenger with a live human operator. This is just a glimpse into future tech such as A.I. Additionally, offering 24/7 availability with human operators requires great effort for businesses covering the global market.
The use of a chatbot can amplify the full coverage of the global market on a 24/7 with no effort.
This chatbot can be a customer-specific product. Any brand needs to maintain its own identity when operating on the market. This is the reason why Jane can be fully customized based on the business needs and meet specific requirements to be compliant in terms of customer branding or naming convention.
Passengers require more from their providers. They expect to receive high-quality and complete services, they want to find information quickly and easily. If the business is able to provide what the customers need, the direct consequence is trustworthy and stronger relationships.
