To Make A Virtual Agent, IBM Says, Put The Conversation Before The Device

IBM isn't interested in building a booking engine, but its researchers are working to help business travelers with the post-booking trip experience. The tech giant is offering travel and transportation clients opportunities to white label its conversational interface platform. This can power, for example, virtual assistants to help travelers get out of long airport lines.

Nearly 1,000 IBM travelers are using an internal version allowing them to query itineraries and destination info. They also use a separate chatbot — co-developed by procurement, IT and HR — for info about policies and procedures. It's embedded . . .

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Jay Campbell

Author: Jay Campbell

Jay Campbell in 2004 created travel business newsletter The Beat, in 2006 co-founded Travel Procurement magazine and in 2010 integrated them with Business Travel News. He served as editorial director until 2013. Jay made his travel industry media debut in 1993 at the Air Travel Journal of Boston while earning his undergraduate degree in journalism at Boston University.

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