Current Situation
Hospitality and travel providers are often late to find out about customer issues, resulting in dissatisfied guests who often share their displeasure on social channels.
Goals and Objectives
The rapid advances in AI and analytics deploy services that make it possible for hospitality and travel providers to take a proactive approach to customer service by providing services or rectifying issues before they arise. Customer support is predictively focused on preempting problems, not reactively solving them. Intelligent agents handle FAQ and other traditional customer support tasks.
Technology Deployed
Hardware: Enterprise hardware, personal devices, edge computing, quantum computing
Software: Mobile application platforms, big data and analytics, AI/ML
Services: Connectivity services, business services, IT services
Other: Cloud, mobile, social
Use Case Summary
Anticipatory services will allow hospitality companies to proactively troubleshoot customer service issues while also increasing revenue with smart promotion of appropriate services and products in a timely, personalized way.