Sabre Corp has teamed up with chatbot development firm Mindsay to launch an automated customer service tool.
It allows airlines, OTAs, and travel management companies to automate customer service queries from simple information requests to complex booking changes.
Fully connected with Sabre’s APIs, it can automatically resolve up to 70% of customer requests, Sabre says.
The Mindsay tool integrates with agent platforms like Zendesk, Salesforce, Intercom and Genesys.
It can speed up time-consuming tasks to take the load off agents in the present Covid-19 crisis such as quickly modifying and cancelling flights, qualifying refund requests and answering queries about travel restrictions.
"We’re thrilled to partner with Sabre to bring better, more efficient customer service to the travel industry. Our unique integration with Sabre’s leading GDS allows airlines, OTAs, TMCs, and hotels to deliver better service at a fraction of the cost," said Guillaume Laporte CEO at Mindsay.
The time saving that comes from automation reduces call and live chat volumes, and allows travel agents to focus on solving more urgent and complex requests.
by Ray Montgomey, US editor
