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Amadeus is today launching traditional and simplified Chinese-language capabilities for its chatbot, to make it available to even more travel agents in Asia Pacific. The chatbot, named ‘Amanda’, is the first interface from Amadeus Selling Platform Connect capable of offering real-time help to Amadeus customers. It was first launched in 2017 to bolster Amadeus’ customer service suite, providing immediate assistance 24/7, and it is now available in more than 90 countries and four other languages – Spanish, English, French and Brazilian Portuguese. Pierre Giordano, Vice President of Customer Service at Amadeus commented: “Following extensive research of our platform engagement prior to the coronavirus pandemic, we found that globally more than 70% of service requests to our Service Desk that manages our customer’s needs were simple ‘how to’ questions with easy and fast answers. Powered by artificial intelligence, we’ve designed the Amanda chatbot to answer these common questions that travel agents raise in and beyond Asia Pacific, so they can get help quicker and more seamlessly.” Amanda is accessible to travel agents in Amadeus Selling Platform Connect at any time, so Amadeus’ travel agent customers don’t have to pick up the phone mid-booking for simple queries. In the average month in 2019, the tool had more than 97,000 active users and 23,300 chat sessions. Amanda is now available in more than 90 countries worldwide including in Asia Pacific, in New Zealand, Australia and the Pacific Islands, Malaysia, and the Philippines. Beyond the region, Amanda is also available in Latin America, Portugal, Scandinavia, Southern Africa, East Africa, Nigeria, Ghana, Spain, the UK and Ireland, France, Benelux, USA, Canada, Hungary, and Romania. Amadeus is planning further roll-outs, with a number of new languages in development. |
