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Accenture to launch customer interaction technology
Management consultancy Accenture is developing several innovations which will open up opportunities for travel retailers.
The first, the ‘Interactive Wall’ will bring technology only seen in films such as Minority Report, to the high street this summer.
The Interactive Wall is a massive touch-sensitive computer enabling consumers to search through huge volumes of information, browse brochures and watch video clips.
The technology behind the Interactive Wall also tracks usage patterns and records user preferences.
The consultancy is developing a second system called Intelligent Sales Suite which, on hearing certain words or terms, will automatically download relevant information to an electronic notepad device.
A travel agent could carry the notepad around with them and download holiday information within seconds.
Accenture senior executive Kamran Ikram, who revealed the developments at the Travel Technology Show seminar on Future Trends, said:
“Intelligent Sales Suite can pick up words and present real time appropriate holiday suggestions through a wireless network. It knows where you are within a shop and calculates what advice needs to be given.”
He added that the technology, planned for release in early 2007, is ideal for travel because it can also prompt agents with things to say and questions to ask.
“It’s ideal for fast moving environments with high-staff turnover,” he said.
Ikram also predicted that retailers who managed to seamlessly connect web, shop and call-centre channels would survive in the ever-changing market.
“That’s what the customer really wants. If bricks and mortar agencies get that working really well it will give them a unique advantage over pure online players.”
By Linda Fox
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