BTS Special Report: Thomas Cook specialist business Up Trips is developing a ‘virtual agents’ facility enabling online consumers to get help with their booking from a real agent.
The technology, which works with web cams, allows consumers to press a button on a website if they are stuck with any parts of the booking and get help from an agent within the call-centre.
Agents in the call-centre will see exactly where the customer is in the process and why they are having problems.
Up Trips managing director Andy Tidy said: “This is one of the most exciting things we’re working on. Virtual agents are real people who know what you’re looking at. It’s the perfect blend of dynamic packaging with dynamic people.”
He also said the technology would recreate the shop environment for consumers online.
“The technology is out there and we want to launch it as soon as possible. We’re trying to create a live experience which is as good as a shop experience. A website should sell to you. It should never push you into a dead end.”
Up Trips also plans to let independent agents use the technology.
The Thomas Cook specialist business is also planning new functionality for its trade dynamic packaging system Flexible Trips.
New features will include the ability to search for accommodation by destination.
Flexible Trips is also be made available for agents using Comtec’s Easysell front office system.
Report by Linda Fox
