Interactive Media’s Virtual Agents have a special knack for serving customers on the move. Transportation customers need the right information at the right time, on a channel that they have available at the moment - telephone, chat or web.

Some examples of customer needs:

  • booking (air flight, ticket train, taxi, rental car);
  • get information regarding the best matching route;
  • proactive information regarding possible delays, cancellations, problems while traveling;
  • get assistance, when needed

Information should always be reliable and consistent on any channel. Time is often a critical resource for the customer on the move, so it is crucial to get the information as quickly as possible, and faster than "press 1 for... press 2 for...” It also saves time if the customers’ history (the ticket they booked, the car they rented…) is immediately available and used by the agent during the interaction.

IM.MIND is a perfect solution for the development of time-sensitive, omnichannel applications that make serving people on the move a snap.

Context Awareness

Conversational Virtual Agents developed with IM.MIND are able to recognize the customer (from the telephone number or from a user ID) and address the dialog with the customer taking into account the recent history and past conversations.

The Virtual Agent conversing with the customer can jump straight to the customer need (e.g. changing a flight) with no time lost in preambles and uneasy procedures like service selection based on tones, which may be impossible for the customer to follow.

Short call handling time, context and history awareness, conversational (hands free) interaction are all key success factors for any transportation customer service.

Adding extra channels to the conversation

The channel aggregation feature of IM.MIND dramatically improves the quality and the effectiveness of customer service interactions in many situations.

In a typical scenario a customer calls the contact center over the phone (quite usual for customers on the move) with an issue that requires additional data exchange between the customer and the Virtual Agent. For instance, the customer may need to share the current GPS position or read and accept terms and conditions. In these cases a Conversational Virtual Agents created with IM.MIND sends a link via SMS to the smartphone, landing the customer on a web page where the customer and the Virtual Agent can share the same data and complete the transaction efficiently. 

The customer activates the additional channel with just one click, while the voice conversation over the phone continues, synchronized with the web navigation, for a more pleasant and natural conversation.

Case Study: The Taxi Service

The organization managing the taxi service in a major capital city in Southern Europe decided to explore the potential of IM.MIND to handle the calls from customers requesting a taxi ride. So Interactive Media integrated its Virtual Agents with an external application providing the position and availability of the taxi fleet.

The virtual agents use their conversational ability to interpret the address indicated by the customer and identify the best driver for the job, considering the location of the parking areas and the time for the taxi to reach the pick-up address.

The taxi driver accepts the trip with the use of an app on his smartphone. The Virtual Agent then completes the booking process automatically with no need for a human agent to intervene.

Because the context makes a difference