AMADEUS expects to
launch its virtual agent chat
bot in South Africa within
the next month. The chat
bot, Amanda, uses artificial
intelligence to assist agents
with real-time support 24/7.
Amanda is able to answer
more than 800 functional
questions that are
frequently asked by travel
channel customers. These
include “How do I reissue a
ticket?” or “How do I price
a PNR?”. Agents can also
copy and paste their error
messages into the Amanda
interactive window display
and the bot will bring up
information associated with
this message.
The bot displays through
the web browser and can
also be accessed from
a mobile device. It has
the ability to interact in
English, Spanish and
Portuguese. Agents can
score their individual
interactions with Amanda
and this feedback will allow
Amadeus to understand
which interactions need
improvement.
