A major airline collaborated with Nuance to develop their
own branded intelligent virtual assistant that answers
customers’ questions with conversational language to
not only provide information more quickly, but to provide
the right information, based on an understanding of what
the consumer needs. Together, the airline and Nuance
identified the top questions being asked by customers
about the airline’s products, policies and services, and
Nuance implemented answers to these questions into
the virtual assistant.
To help reduce the number of contact points needed for online guests to book a cruise or resolve an issue, this popular cruise line deployed our live chat solution. By adding live chat on mobile devices, which accounts for nearly half of the company’s online traffic, they delivered easier access to information and faster issue resolution—all with a direct impact on revenue.