A large travel website has a huge amount of customer requests after booking a flight, hotel or rental car. The majority of the requests are urgent as their customers are about to start the journey soon or are already in a foreign country. The increased cost pressure in the industry is forcing companies to invest into automation.
Conversations about bookings tend to get complex very quickly as there are a lot of specific rules and not many standards. That’s why simple FAQ-based bots typically don't add much value to customers. Deep integrations into backend systems are required as well, as a way to train specific machine learning models for the travel industry vocabulary.
The travel website has built a conversational travel agent with the Rasa Platform, which is integrated into their backend service and provides full control over their training data. Additionally, the company was able to train their own language model based on historic chat conversations.
As a first step, the company focused on one specific use case. The company plans to roll out the conversational AI to more messaging channels and add more functionality.
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