Continental to Make Use of Online Human Emulation Technology

Continental Airlines has introduced a virtual expert named Alex on its website. The new offering provides customers 24-hour support on the web for all their travel needs.

Alex interacts with customers to easily and effectively interpret requests and provide accurate answers to travel needs. Continental says it is the first network carrier to offer human emulation technology.

Customers visiting continental.com can click the Alex icon to open a chat window where they can enter a question. Alex responds with both a written and spoken response. The customer is then automatically navigated to the specific place on continental.com that answers the question and provides other helpful links in the chat window.

Developed by Next IT, the new technology emulates not only the look and voice of a human, but also the ability to understand the intent of phrases and dialog, guiding customers to information and making continental.com a one-stop shop for travel planning and information.

The airline added that Alex allows Continental to provide the same high-touch service available within the call centre environment for customers on the web.

Prior to launching the technology, Continental tested the product with 3,000 of the airline’s most frequent flyers and with reservations agents at Continental’s call centre in Salt Lake City.

Reservations agents at Continental are using the Virtual Expert technology to answer customer questions and improve the customer experience during calls.

Source: CaribbeanNewsDigital