Travel & Hospitality

All aboard for an AI-powered experience your customers will love.

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First-Class Service for Every Guest

SmartAction helps travel and hospitality brands deliver stellar customer experiences. Every guest inquiry — whether it’s through voice, chat, or SMS — gets prompt assistance from our AI-powered virtual agents. From making a hotel reservation to redeeming points for travel, customers get the answers they need and vendors achieve major cost savings. It’s a win-win for everybody.

ROI by the Numbers

Travel and hospitality brands are using SmartAction’s conversational self-service to improve efficiencies in customer support and deliver hyper-personalized experiences at scale.

Reduction in AHT

Savings Per Call

CSAT on par with live agents

Proven Use Cases for Travel

Intelligent Front Door

Don’t keep guests waiting; answer every inquiry with a personalized greeting and a “How can I help you today?” to discover customer intent.

Capabilities:

Capture customer intent in natural language
Authenticate caller via APIs to your CRM or other system of record
Route caller to appropriate agent or contain through self-service

Reservations

Whether it’s a spur of the moment getaway or a trip planned months ahead, make it easy for travelers to book a new reservation or make changes through conversational AI self-service.

Your customers can:

Book a new reservation
Change a reservation
Cancel a reservation
Stay up to date with SMS alerts

Rewards & Promotion Management

Drive more revenue with an intelligent virtual agent that helps travelers manage their rewards and alerts them to special deals and reward program offers.

Capabilities:

Check point balance and rewards status
Purchase additional points
Send outbound reminders on points expiration
Apply rewards to reservations
Activate a new rewards membership

Account Services

Help travelers keep their account or profile information up to date, whenever and wherever they may be.

Capabilities:

Update account information like address
Add additional members to your account
Reset password or change login details
Start or stop travel alerts

Inbound Payments & Billing

Enable customers to stay on top of their bills with an intelligent virtual agent that helps process payments through voice or chat.

Capabilities:

Answer common billing inquiries
Process payments through PCI-compliant protocols
Proactively send reminders of upcoming or overdue payments
Arrange payment terms or grant bill payment extension

Travel Notifications

Keep travelers in the know about upcoming travel plans, changes in their itinerary, and other relevant information through voice or SMS channels.

Capabilities:

Proactively send reminders for upcoming trips and scheduled reservations
Confirm reservation details for new bookings, changes, and cancellations through email, SMS, or both

Why Consider Conversational AI for Travel and Hospitality?

Enhance the Travel Experience

Like a personal concierge service, SmartAction’s virtual agents are ready to assist travelers 24 hours a day, 365 days a year with responsive and personalized support.

Help Customers Help Themselves

Customers want immediate access to information and fast resolution. Empower them to resolve common issues with self-service that is simple and intuitive to use.

Optimize the Booking Process

Let our virtual agents handle routine tasks like gathering all the information needed to book a new reservation, so your staff can focus on more engaging interactions.

Virtual Agents Powered by SmartAction

Advanced NLU Technology

Since speech recognition technology is never 100% right, SmartAction tailors its AI to match every response to the closest expected answer for the highest accuracy rate in travel.

Dedicated CX Team

Our team of CX experts manage your conversational AI solution in its entirety, from the design, build, to the ongoing operation of your virtual agent.

Conversational Interface

Intelligent virtual assistant (IVA) helps customers resolve issues conversationally — there’s no need to navigate through complex phone menus or install new technology apps.

Omnichannel Experience

Our virtual agents engage customers wherever they are, and maintain context of the conversation when switching across voice, chat, and SMS channels.

Data Science Services

We provide custom reporting with data-driven insights to measure call performance, improve the conversational experience, and ascertain ROI.

System Integrations

SmartAction integrates with your CRM, payment gateway, and existing contact center infrastructure to provide your customers with end-to-end support.

Live Reservations Demo from Frost & Sullivan East

See how virtual agent handles the complex multi-turn interaction of making a new reservation in the wild. The caller then calls back in to change the check-out date and room type with ease.