CWT, the global provider of business travel and meetings solutions, is simplifying traveller messaging interactions on its myCWT platform with the integration of generative artificial intelligence (GenAI) capabilities powered by Azure OpenAI.
Travellers seeking assistance through the messaging service channel on the myCWT web and mobile apps will now engage in unique, unscripted conversations with GenAI-enabled virtual assistants. When the virtual assistant encounters a situation it can’t resolve, it smoothly transfers the conversation to a travel consultant.
Following a successful pilot program with a select group of early adopters, this enhanced messaging service is now available to customers in 56 countries, achieving traveller satisfaction scores exceeding 90%.
Erica Antony, CWT’s Chief Product Officer, sees the immense potential of deploying generative AI across their products and services to enhance customers’ experiences. “Our messaging service has become the preferred support channel for many travellers around the world, and this latest enhancement will create an even better user experience. GenAI will speed up our ability to automate conversations in a powerful way, significantly reducing response times and allowing our travel counsellors to focus on more complex customer needs. Of course, this is just the beginning, and we expect to deploy this technology for a number of other use cases over the course of this year,” says Antony.
In the upcoming months, CWT will leverage GenAI for live language translations in its messaging service, enabling travellers to access support in their preferred language quickly and easily. The company is also committed to enhancing the virtual assistant’s capabilities, enabling it to better understand each customer’s unique preferences, past travel patterns, and specific business requirements, thereby delivering a fully personalized and intelligent experience.