Solutions

Pre-/Post-flight Solution

ICM Hub provides an automated, first-class and AI-powered customer interaction.

With the increase of customer requests and interactions across different channels, airlines are continuously trying to improve customized one-to-one communication to satisfy all customer needs and to provide a perfect customer experience before, during and after the flight.

Here is when ICM Hub comes into play and provides an AI solution to help Airlines succeed on customer service and to provide the best experience possible.

The solutions of ICM Hub, with a pure focus on Airlines, a cutting-edge product that utilizes machine learning and automation which continuously learns from customer interactions to provide a superior communication.

Customers have different needs, different channel touch points, different timing and different languages.

Input to the chatbot

request

1

Travel agent can benefit from AI and focus on more complex issues only when chatbot cannot directly answer a customer.

4

agent

answer

Output to the customer

chatbot

2

Through machine learning and automation, the chatbot will provide a customized answer to the customer need.

Input to the travel agent

The interaction data are sent to a dashboard to provide customer insights to Airlines.

5

report

3

learning

If an answer is not provided, the chatbot will connect the customer with a travel agent. Nevertheless, the chatbot will learn from a not answered request and will automatically answer to a new similar interaction.

Data transfer

Benefits

Being able to customize a one-to-one communication and providing an excellent customer experience is the benefit of having conversational AI. Nevertheless, the solutions of ICM Hub, through machine learning and automation, allow Airlines to drastically reduce customer service cost, increase ancillary revenue, and let the travel agent focus on more complex issues.

Airlines

Reduce Customer Service Cost
Increased Ancillary Revenue
Increased Return on Investment

Travel Agent

Relieved by fewer inquiries
Focused on complex issues
Less repetitive workflow

Customer

1:1 Communications
Better customer experience
Instant response

Channels

Airlines and Travel companies have to handle customer requests coming from different channels, different platform and in different booking funnel stage.
ICM Hub developed artificially intelligent solutions which can be implemented on different customer interactions touch points and during different phase of the conversion funnel to optimize the customer experience, based on different channels and platform.

Desktop and tablet

Webchat

Mobile

In-App Chat

Facebook Messenger

SMS

Technology

Due to the complex environment where Airlines and travel industry operate in, the artificial intelligence powered by ICM Hub is based on machine learning and automation to solve even the more complex requests over time.