Sabre Corporation (NASDAQ: SABR), the technology provider to the global travel industry, has launched a pilot program of an A.I.-powered chatbot that leverages Microsoft´s Bot Framework and Microsoft Cognitive Services, a set of tools that organizations can use to add intelligent and conversational features to their applications, the company said.
Sabre is initially piloting the chatbot with the travel agency Travel Services International USA (TSI) and the travelers they serve.
TSI will test a white-label version of the chatbot with their corporate travelers, who will access the chatbot via Facebook Messenger to address common service and support requests related to existing flight reservations. Using the bot, travelers will be able to ask trip-related questions, make voluntary changes to existing flight reservations, request a special meal, select and pay for a seat, and request an emailed copy of an itinerary. The chatbot will divert to a live travel agent if it is unable to fulfill a request.
Throughout the test, Sabre and TSI will evaluate travelers´ preferences for how often and when they engage the chatbot and when they are likely to divert to a live agent. The companies expect to gain a better understanding of the best way to engage travelers with chatbots and solve for some of the most common friction points associated with chatbots, such as how travelers will initially find the bot.
Sabre Corporation is the technology provider to the global travel industry. Sabre´s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a global travel marketplace, which processes more than USUSD 120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.