How it works

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.

Solution Benefits

Airlines

  • Reduce Customer Service Cost
  • Increased Ancillary Revenue
  • Increased Return on Investment
Solution Benefits

Travel Agent

  • Relieved by fewer inquiries
  • Focused on complex issues
  • Less repetitive workflow
Solution Benefits

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.

Inflight Solution

Inflight customer interaction comes with inefficiencies caused by limited capacity of cabin staff, cumbersome UI of seatback screens and a one-way communication with the 'call attendee button'. Now in the times of COVID-19 airlines are rushing to redefine onboard safety protocols and look for contactless onboard solutions.

ICM Hub's inflight conversational AI will accompany the passenger from takeoff to landing with two-way communications via their own PED device. Capabilities will include immediate assistance at a quicker rate than any other digital assistant available on the market. Passengers will receive instant answers to questions such as, "Can I view a map?" "When do we land?" "Can I have a meal?" "When will we take off?" "Can I have a blanket?"

The digital service via chat is seamlessly integrating into in-seat displays and be accessible through voice or text command capabilities providing interactivity in a traditionally passive cabin environment. By automating routine tasks and improving IFE efficiency, ICM Hub's digital travel assistant will enable airlines to elevate their brands by using direct feedback from passenger questions to make improvements to their service and offerings. This will enhance the passenger experience, creating lasting impact that reaches far beyond the cabin environment.

Transform the way to interact with your customers through Conversational AI.

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