Sabre launches pilot of A.I.-powered chatbot
Pilot explores how artificial intelligence can help travel agencies serve travelers better by fulfilling their most common service and support requests with smart technology
"We are excited to start pilot testing for the bot," said
TSI will test a white-label version of the chatbot with their corporate travelers, who will access the chatbot via Facebook Messenger to address common service and support requests related to existing flight reservations. Using the bot, travelers will be able to ask trip-related questions, make voluntary changes to existing flight reservations, request a special meal, select and pay for a seat, and request an emailed copy of an itinerary. The chatbot will divert to a live travel agent if it is unable to fulfill a request.
"We've named the TSI bot, Ella," noted
Throughout the test, Sabre and TSI will evaluate travelers' preferences for how often and when they engage the chatbot and when they are likely to divert to a live agent. The companies expect to gain a better understanding of the best way to engage travelers with chatbots and solve for some of the most common friction points associated with chatbots, such as how travelers will initially find the bot.
In developing the chatbot, Sabre is leveraging Microsoft Bot Framework and a selection of Microsoft Cognitive Services, including Language Understanding Intelligent Service (LUIS). One of the key challenges in human-computer interactions is the ability of computers to understand what people want and find relevant information that connects to their intent. Travel applications must recognize a plethora of unique terms and phrases, which adds complexity for industry applications. LUIS provides simple tools to build language models that allow any application or bot to understand commands and act accordingly.
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