Voice assistants in kiosks are also faster and easier to use, improving the customer experience and relieving the stress of trying to get through check-in and security in time to be seated on the flight. Voice-enabled kiosks can also relieve some of travel agents’ burdens by answering questions related to flight time updates, luggage requirements, and gate changes.
Travelers often have many questions about flights, reservations, luggage, and destination transportation. At times, contact center volumes can overwhelm the capacity of available agents, creating long hold times and frustrations for travelers looking to get immediate answers to their questions. Unexpected events, such as severe weather or a shut down as a result of a pandemic or other disaster can stress airline contact centers further. In the airline industry, even predictable seasonal surges can create call volumes that overwhelm the system.
The addition of conversational voice assistants not only relieves the burden of surges in call volumes, but they also have the extra benefit of streamlining phone calls and providing personalized services by remembering callers and having instant access to all the information pertinent to each individual.
The success of voice-enabled contact centers in the travel industry is well-documented, with a report from Voicebot.ai detailing how the Moscow Domodedovo Airport launched a voice assistant for their call center that answers approximately 30% of calls. The voice assistant is also natural-sounding, able to ask follow-up questions, deliver information, and resolve issues.
With voice assistants across mobile apps, websites, kiosks, and contact centers, airlines have the opportunity to increase their brand identity and deliver omnichannel experiences. They can also improve customer support through faster, more convenient voice AI experiences that improve speed to resolution, customer loyalty, operational efficiencies, and ROI.
Houndify Transportation Infographic
Trains and buses enjoy the voice AI ride
The commuter industry is a major source of revenue for transportation companies serving that sector of the population. According to Global News Wire, the commuter rail and public bus service market is expected to reach $285 billion by the end of 2021. Whether customers are traveling long distances or commuting daily, speed, hygiene, and convenience are essential elements of travel. To meet consumer desire for better commuting and local travel experiences, train and bus companies are looking to voice-enable their mobile apps, websites, and kiosks.
Voice AI for train and bus mobile apps and websites
Voice-enabled mobile apps or websites help train and bus customers search for and purchase tickets and receive updates and statuses on delays or cancelations. When commuting, even small delays can create frustration and stress for employees who need to be at work for important meetings or to punch a clock. Voice assistants have the advantage of being able to relay up-to-the-minute information to keep commuters updated on the status of their transportation and help them to make alternate arrangements if required.
Voice assistants for mobile apps and websites can also make it infinitely easier and quicker to search for train and bus schedules and provide purchasing opportunities without being transferred to another agent.
Here are some examples of queries a customer might ask a voice assistant:
“Show me trains leaving on November 23rd between 3 pm and 6 pm to San Diego, CA that are a one-way trip under $100 and leave before noon.”
“What times does the bus that stops at Homestead Road and drops off at San Antonio Road leave Homestead Road on Mondays?”
By making searching for a train or bus a quicker, more efficient experience, transportation companies can attract commuters who didn’t use public transportation before, while creating better experiences for those that already do.
Voice-enabled station kiosks
Whether traveling or commuting, speed is an essential element for people trying to get to the next destination. Voice-enabled kiosks can reduce wait time for customers purchasing tickets—a top-end user benefit of voice assistants according to the Opus Research Survey—by offering a faster, more convenient experience. Instead of pushing several buttons and navigating lengthy menus to purchase a ticket, customers can simply ask, “Please purchase me a round trip ticket to Montgomery station,” and make it on their train in time to get a seat during rush hour.