The travel and transportation industry is more competitive than ever. Stand out and foster loyalty by providing a first-class customer service experience.
Nuance is engaged with many top travel and transportation companies, including Amtrak, Delta Airlines and American Airlines (US Airways). We bring over 20 years of experience in the travel industry, plus intelligent, multi-channel self-service solutions that lower servicing costs and deliver a differentiating experience to keep you top-of-mind when customers book their next trip.
Customers expect the basics from all players in the industry: on-time departures, safe travel and simple amenities. To distinguish between their many options, customers look to the service experience, ease of booking and support during travel issues.
Whether everything is on schedule or an issue disrupts travel plans, your passenger’s top need is to stay informed.
American Airlines (US Airways)
American Airlines (US Airways) was the first domestic airline in the US to deploy a self-service phone system using natural language call steering. Hear about the new customer experience they are delivering, details on why they chose Nuance’s hosted OnDemand platform and the business results they have achieved.
Hear how FedEx deployed natural language speech technology on Nuance’s hosted OnDemand platform to provide callers with a more conversational experience. As a result, they far exceeded their goals to increase customer usage of self-service capabilities.
Julie, Amtrak’s automated customer service representative, gets callers “on board.” With speech, Amtrak could provide both a great self-service experience and reduce calls to agents, enabling them to spend more time assisting callers with complex questions.
Southwest Airlines knows that customer communication and trust go hand in hand – and that proactively communicating critical information to affected customers takes more than agents making outbound calls. When flights are cancelled, customers appreciate knowing right away and having the option to make other arrangements.
If you have complex technology solutions across legacy infrastructures and from past mergers, you probably also have an ever-growing backlog of IT projects. Not to mention a rapidly changing business landscape, major travel disruptions, public scrutiny and competitive pressures. Let Nuance professional services help you plan, deliver, support and optimize your customer service solutions – so you can focus on business.