UAE’s national airline Etihad Airways has partnered with Spitch.ai to deploy a new conversational AI solution.
The virtual assistant will help contact centre agents provide Covid-related travel information to Etihad passengers.
Frank Meyer, Chief Digital Officer of Etihad Aviation Group, said: “The Spitch solution is an exciting project for the Etihad Innovation Lab.”
“We wanted to source technology which will make it easier and quicker for our guests to reach us and resolve their issue. Spitch will save our customers’ time and enable them to enjoy a smoother experience when we receive spikes in the volume of calls.”
Spitch.ai’s virtual assistant will share immediate Covid-related travel information with Etihad passengers, without them having to wait in a queue. The passengers can also connect with an Etihad agent to receive relevant information directly or via SMS.
Patrick Naef, former airline CIO and now a member of Spitch’s Advisory Board, said: “Spitch’s leading-edge Conversational AI solution can easily address a major pain point for many companies, particularly airlines.”
“Their intelligent solution can automatically handle large volumes of customer calls, drastically improving customer experience and driving efficiency for call centres. Customers get an immediate answer instead of the pain of waiting in a call queue and this increases customer satisfaction immensely.”
This news comes shortly after the announcement of Spitch.ai entering the US market with its omnichannel contact centre solution.
