Voice assistants on airline mobile apps and websites

Before the advent of travel booking sites, customers would search for and book flights on individual airline websites. In the past decade, consumers have turned to popular search engines to find the cheapest, most convenient flights. To combat this trend, airlines have created mobile apps and loyalty programs that keep people returning to them for future travel. By voice-enabling mobile apps and websites, companies can further incentivize customer loyalty with voice assistants that offer faster, more convenient, and hands-free experiences. 

Voice search offers airline companies the bonus of delivering a more streamlined and quicker filtering process. Through a series of types and swipes, customers usually have to select multiple filters to find the right flight. With a voice assistant, a customer can simply ask, “Show me flights going to New York that are under $600 departing on May 31st after 12 pm that are non-stop and have aisle seats,” and immediately find a flight on their favorite airline. 

Voice-enabled kiosks in airports

Once customers have booked their flights and are at the airport, airlines can further improve their experiences by voice-enabling kiosks for customers to check into their flights. Voice-enabled kiosks are contactless, so they increase hygiene in a time when a touchless experience can further ensure customers that their safety is of primary importance to the airline in which they are traveling.

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.

Voice AI in airline contact centers

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. 

Through voice-enabled kiosks, travelers can also receive information about travel lockers locations, how to get to their connecting train, when their next train leaves, or even directions to local tourist attractions. 

Trucking is loading up on voice assistants

The trucking industry is turning to voice assistants to improve driver safety and experiences in their mobile apps, in-truck devices, and contact centers. Truckers spend a lot of time on the road, and voice-enabled devices built into trucks can provide communication, entertainment, and navigation. Voice-AI smart displays in trucks allow truckers to receive details about popular truck routes, ways to customize a course based on what the truck is carrying, a load-to-dock guidance system, and truck and trailer services directory. 

Voice-enabled mobile apps also help truckers by streamlining the process of sending in updates and check-ins, so they can continue on their journey without having to pull over to use their phone. Voice assistants in mobile apps can also help drivers consult important data and perform their nightly check-ins while still on the road. 

Voice AI contact centers can be a powerful resource for truckers as they can call their company about routes, payroll, or be connected to dispatch. Voice assistants can reduce wait times by answering questions quickly, naturally, and conveniently and reduce frustration by interacting conversationally, giving truckers the information they need quickly and accurately so they can get back on the road. 

Rideshares are driving forward with voice technology

Rideshares are a booming business model with the global industry is predicted to reach $212 billion by 2026, according to Fortune Business Insights. Voice AI technology is improving driver and passenger safety in rideshares by creating a convenient, hands-free way of accepting incoming requests, interacting with navigation, and contacting clients. Instead of requiring drivers to type and swipe across their phone or car display, voice assistants allow them to keep their eyes on the road—reassuring passengers and encouraging safe driving habits.

In addition, voice assistants can improve the customer experience and help them reach their destinations faster and more efficiently. A report by Capgemini states that currently, 44% of consumers used a voice assistant to book a ride-share in 2019, with that number expected to grow to 69% by 2022.