Parly For Travel & Tourism
Empowering Customer Engagement
Conversational AI providing exceptional Self-Care
Native multi-lingual, omni-channel and AI driven ability, provides almost instant responses to customer queries & complements the online sales and support processes providing an integrated customer experience.
Ryanair, A Case Study
Ryanair, The Challenge
Ryanair required real-time, intelligent, complementary support for its extensive customer base across Europe supporting multiple languages; English, Italian, Spanish, French, German, Polish across traditional, social and messaging channels.
Another key objective was to improve Ryanair’s customer’s experience by offering 24/7 support and reduce low complexity queries in order to free up Customer Care agents to spend more time answering more complex queries.
Ryanair also required the ability to use AI technology to help support customers during times of flight disruption, such as Air Traffic Controller strike or weather disruption, which may in turn impact the customer.
One of the core goals for Ryanair was to allow for platform management by the customer services team without regular requirement for lengthy professional service engagements.
Ryanair, The Results
At Ryanair, Parly is processing tens of thousands of customer conversations daily, thus providing significant cost savings, supporting rapid growth, reducing customer abandonment, and increasing customer satisfaction and experience.
Questions that passengers have, such as, baggage allowances, check-in processes and general “what and how questions”, are being effectively handled by the Parly platform.
Parly is “Always Getting Smarter”, perpetually increasing in intelligence from customer interactions and Ryanair customer service guidance.
Delivering Multichannel, Multilingual Conversational AI To Europes Largest Airline
Ryanair is Europes #1 Airline, fast moving and always innovating. Ryanairs latest Customer Improvements Program puts Multilingual, Multichannel conversational AI at the forefront of the customers experience, powered by Parly. Read the case study here.
Conversational AI is becoming the industry norm
Unfortunately, human customer service agents can only attend to a finite number of inquiries in a working day. This is where conversational AI steps in. Parly is capable of holding thousands of customer conversations per minute which drastically reduces the pressure on their human counterparts, freeing live agents to handle some of the customers more difficult problems.
64% of internet users say 24-hour service is the best feature of chatbots. Companies will save 2.5 billion customer service hours using conversational AI by the end of 2023.
Traditional Customer Service Challenges
Customers become extremely frustrated when having to contact a company multiple times for the same reason and many are equally frustrated by slow response times or having to repeat the same information to multiple agents. Customers now demand immediate service on any channel and are reluctant to engage with traditional call centres.
New Demographics - Instant response, Chatbots and Social
Studies show that more people are happy to chat to a “machine” rather than personal contacts or even making phone calls. 70% of Millennials admit that communicating in person or by phone doesn’t come naturally to them. Gen Z users have proven to be early adopters of the faster, simpler, and more engaging messaging communication channels offered by conversational bots.
Online Travel Platform Integration
Parly can be embedded as part of the existing travel enterprise solution, supporting:
A substantial number of out-of-the- box CMS integrations including: Zendesk, Salesforce, Remedy, Jira, Servicenow.
Common identity providers (IDP), including Active Directory, Amazon, Google, Facebook, Twitter, OpenID Connect.
Existing OTP’s including Navataire and Sabre.
Custom integrations can be created when an application or service unique to your business is not available as an existing partner or out-of-the-box integration.
New Demographics – Instant response, Chatbots, Social & Livechat
Operating through both traditional & social channels, Parly is there to serve existing generations of customers in addition to the next generation.
74 percent of Gen Z admit that communicating in person or by phone doesn’t come naturally to them. Gen Z users have proven to be early adopters of the faster, simpler, and more engaging messaging communication channels offered by conversational bots.
Always Getting Smarter
Parly learns and provides more contextually relevant content. “Always Getting Smarter”, perpetually increasing in intelligence from user interactions and travel data. Parly can answer up to 80% of standard queries.
Customer Queries
Business Continuity & Quality Of Service
Covid-19 has changed the way many organisations will do business in the future. Business continuity planning is essential and the risk of an organisation loosing or reducing its contact centre or customer services staff through Covid-19 is now a reality. Parly is designed to phase in high volumes of customer conversations immediately.
Parly, A Complete Communications Journey
Parly manages customer journeys from start to finish, in any channel and any language within the higher education domain.
Parly Assist
Parly Assist delivers outstanding, natural responses to customer interactions of all types, in whichever channel your customers want to use. It automatically learns over time to become a domain expert, and continually improves the responses it delivers. Parly integrates with travel systems for a seamless end to end customer journey.
Parly Engage
Parly Engage is an integrated platform that delivers live interactions from every channel to agents within a single UI, while integrating with travel systems for simplified end to end execution.
Domain experts are no longer limited to responding on a single channel, but can instead deliver great experiences to all.