Conversational AI showing how digital customer engagement is helping airline, travel and hospitality industry look forward

August 05 17:16 2021

Conversational AI specialist NLX has been showing how the technology has been helping travel and hospitality companies during the pandemic as well as the potential it offers for ongoing digital customer engagement.

Featured in a free, new AWS eBook now available entitled Building “What’s Next” in Travel and Hospitality, NLX explains how its Voice Compass personalized customer self-service experience can pull from existing data on product or customer profiles, recent transactions, and account history, or payment systems, to enable travel and hospitality brands to leverage their existing digital assets (a website, a mobile application, or IoT Device) to build rich customer journeys. It includes reference to its work with Panama-based Copa Airlines, which experienced frequent flight disruptions brought about by the global pandemic resulting in an increasing number of flight scheduling changes. The eBook sets out how NLX and Copa Airlines used conversational AI technology to ensure passengers and crew were kept notified of changes.

NLX is one of a select group of AWS partners to be featured in the ebook. AWS Travel and Hospitality is the global industry practice for Amazon Web Services (AWS), with a charter to support customers as they accelerate cloud adoption. The eBook features insights from AWS executives, AWS customer stories, and solutions from 20 AWS Travel and Hospitality Competency Partners, including NLX. All these are designed to help the industry get on the road to recovery and build what’s next for the travel and hospitality industry.

“Digital Customer Engagement is accelerating as digital transformation increasingly enables travel and hospitality organizations to deliver the right message, in the right channel, at the right time,” explains Andrei Papancea, CEO and co-founder of NLX. 

“Customers are real people with real needs, not just a number. If their needs are not met during the digital customer engagement experience, they will shift their brand loyalty to another organization that will personalize and meet their needs. Organizations must deliver warm, relevant, and personalized experiences with the focus always on the customer engagement – just as they’ve come to expect in live agent calls and in-person interactions.” 

Companies around the world, across every segment of the travel and hospitality industry – and of every size – run on AWS. This includes industry leaders like Airbnb, Amtrak, Avis Budget Group, Best Western, Choice Hotels, Changi Airport Group, Carnival, DoorDash, Dunkin’ Brands, Expedia Group, Korean Air, McDonald’s, Ryanair, SiteMinder, Sysco, Toast, United Airlines, and Wyndham Hotels. These companies and many others are transforming their business by leveraging technology to enhance customer experiences and increase operational efficiency. 

New York-based NLX powers conversational experiences. Its rapid-prototyping Conversational AI platform helps organizations build next-generation, personalized conversations that are automated, integrated, measurable, highly scalable, and available anytime from anywhere. 

NLX Studio enables comprehensive build, manage and monitoring functions while NLX Voice Compass leverages the full strength of the NLX platform to create best-in-class, multimodal customer journey experiences.

NLX is an Amazon Advanced Technology partner and Amazon Travel & Hospitality competency partner. It proudly works with Amazon Connect and Amazon Pinpoint to optimize the customer experience.

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