Omni-channel customer experience for travel and hospitality

Offer a memorable booking experience

By nature, travellers are on the move. They need an omni‑channel customer experience that lets them engage with your brand at any given moment, any given place, on whichever device is convenient. Each touchpoint must be updated with their very latest information and offer them everything they need to make their trip run smoothly. Virtual assistants, combined with live chat, can navigate mobile or desktop website users directly to the information and resources they need and provides answers quickly and easily. Outbound notifications and alerts can inform via voice, text or email to keep your travellers informed of changes.

Nuance works with many top travel and transport companies, including Amtrak, Delta Airlines and American Airlines. We bring over 20 years of experience in the travel industry, plus intelligent, omni-channel self‑service solutions that decrease servicing costs and deliver a differentiating experience to keep you top‑of‑mind when customers book their next trip.

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American Airlines case study

Read how Nuance helped the airline reach new heights in customer service while reducing operation costs.

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Southwest Airlines case study

Read how Southwest worked with Nuance to maintain superior customer service during flight cancellations.

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Benefits

Convert the browser into a buyer

Nuance can assist online consumers with the selection and purchase of airline reservations, car rentals, hotel bookings and other local attractions through a customised tutorial. This proactive omni‑channel customer engagement helps increase conversion and improves the attachment rate while driving up the average transaction value.

Increase customer satisfaction by delivering an omni‑channel experience

Nuance enables engagement with your brand at any given moment, any given place, on whichever device is convenient. Our omni‑channel solutions extend the functionality of your website, assisting you in meeting the needs of your customers and responding before visitors abandon.

Reduce operational costs

Customers can use automated self-service capabilities to schedule a flight, report a lost bag, receive flight information and even obtain assistance with purchasing a complex ticket and reservations. Assistance delivered through automated functionality can walk consumers through the trip-planning process so they get the most out of your site.

See how our product stacks up

20%

decrease in AHT

35%

increase in self-service usage

Travel & transport expertise in action

Video

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.

FedEx
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 IVR capabilities.

Case studies

Amtrak
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
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.

White papers

How to engage the modern traveler
Travel and hospitality is one of the fastest growing industries as consumers gravitate toward purchasing experiences rather than products. In this white paper, learn best practices in providing the kind of customer experience modern travelers expect in an online environment.

A look at how travel brands can serve their customers through two-way text chat
Experience a customer journey, from discovery, planning and booking, to traveling, returning, and planning again. See the many ways travel brands can provide convenient, personalized contact with their customers, especially when using SMS Chat from Nuance.

Meet your customers’ expectations

In today’s hyper‑connected world, customers want things done quickly, efficiently and on their terms. Hear how American Airlines (US Airways) partnered with Nuance to deliver a dramatically improved customer experience and better business results.

See what our customers are saying

We worked with Nuance to develop a service experience that provides an intelligent understanding of our customers and their travel needs. By integrating those insights with cutting‑edge speech recognition technology, we are providing our customers with the convenient, quality care they have come to expect from American Airlines (US Airways).

Kerry Philipovitch

Senior Vice President of Customer Experience, American Airlines

Today’s customers want efficient and prompt service, whether they are discussing a query or performing an entire transaction over the telephone. We must satisfy the expectations of increasingly savvy, highly mobile customers who feel that great service is an entitlement. Nuance’s advanced speech recognition technology enables us to deliver, providing access to a user-friendly and information‑rich resource that has already proved popular with our customers.

Diane Laurent-Jubin

Vice-President, Direct Sales and Service International for France KLM

FedEx has worked with Nuance in the development of our ‘One IVR’ project. For the new IVR, hosted on the Nuance OnDemand platform, we’ve taken advantage of natural language speech recognition technology to better direct our callers, making it a very conversational experience. We expected to increase usage of IVR self‑service capabilities by 3%. In fact, we've seen a 6% increase in automation, far exceeding our goals.

Gina Maiden

Managing Director for FedEx

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Travel and hospitality—Omni-channel customer service experiences assist travellers

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