Conversational Automation
Overview
IGT has successfully combined its experience of running multiple contact centers with its technology expertise to deliver Conversational Automation through an umbrella offering- iConverse. The service enables & transforms customer service experience by implementing Chat and Voice Bots for processes like customer FAQs, order booking, order status, ancillary additions etc. and uses cognitive services like Natural Language Processing (NLP), Speech-to-Text, Text-to-Speech and Sentiment Analysis from industry partners like Microsoft LUIS, IBM Watson and Google Dialog Flow.
To ensure seamless customer experience, IGT has partnered with Live Person which enables multi-channel support (Website, Facebook Messenger, Whatsapp etc.) and comes with an added ability to seamlessly handover a conversation to an agent, if the need arises.
Airlines
Luxury & Hospitality
Discover
Requirements
Chatbot's Use Case Implementation Blueprint
Demonstrate
POC
Deliver
Chatbot SolutionComprehensive automated chat response platform
Similarly "dWizard" is IGT's proprietary reusable asset library, which is an aggregation of reusable components created and deployed across the automation projects to exponentially speed up and streamline new deployments.
Cognitive Capabilities
- Natural Language Processing (NLP)
- Optical Character Recognition (OCR)
- Speech Recognition & Transcription
- Machine Learning
Partners & Enablers
Our Engagement Models
IGT has delivered automation projects to a large customer base by leveraging some of the engagement models mentioned below. However, these engagement models are flexible and can be customised to suit specific needs of customers.
Learn how IGT’s iConverse is the right blend of automation, human touch and understanding of customer’s journey in the travel industry.
Delivering Results
Related Content
Brochure
Automation Centre of Excellence
Changing customer demographics and preferences are propelling travel brands to focus on creating differentiated customer experience. Travel organizations are increasingly turning towards automation to optimize the business processes and re-envision opportunities to employ human capital strategically.
Blog
Chabot: Enabling Enhanced Customer Service in Travel
With technological advancements, travel planning has also changed. Conversational automation is one such technology that is gaining momentum by creating simulating human-like conversation through chatbots and voicebot.
Passenger FAQ Chatbot
Reduced contact center cost for multiple language support & training and enabled availability of information on the go and in written form.
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