CWT has launched a new customer experience (CX) platform. The 360° real-time solution shows where a customer is in their trip, their travel policy and trip history, as well as their channel contacts - via a consumer-grade service screen.
Niklas Andreen, President & Chief Operating Officer, CWT, said, “With customers’ expectations at an all-time high as a result of the pandemic, the need for more personalized content as well as streamlined and concise interactions each and every time customers engaged with us, regardless of channel, became apparent.”
By combining internal data (historical customer bookings, travel policies, channel preferences, personal traveller preferences, contact history etc.) with data from real-time interactions (online search history, in progress or upcoming bookings, real time travel information etc.), CWT’s new CX platform will prioritise the streamlining of email, telephony and messaging channels this year, with all other channels scheduled for platform integration throughout next year.
Key improvements expected include:
Email: using Natural Language Processing (NLP) fielding 16 languages and Artificial Intelligence (AI), inbound email management will become more efficient - whereby the intent and language of each inbound email will be detected. This enables each request to be prioritized, specific to deadline or urgency and fielded to the best counselor in terms of native language and expertise, to process.
Telephony (available across EMEA, APAC and NORAM): with accurate amalgamated customer contact, travel, preference and policy viewable on one consumer-grade service screen, counselors are able to provide truly informed and personalized customer conversations, on every single call.
Messaging (available across 100+ countries where CWT messaging is live): using NLP and AI, customer queries will be categorized, prioritized and effectively addressed by a seamless blend of chatbot & counselor interaction.
John Pelant, EVP Chief Technology Officer, CWT, said, “Having made significant investments in customer channels and data to date, we needed a solution that could operationalize these insights, simplify our existing CX applications & tools, and provide our customers with the most personal and relevant actions at each stage of their journey. Our new CX platform does just that, with one view of the traveler’s journey across all channels, allowing for more dynamic customer conversations.”