Travel & Hospitality

All aboard for an AI-powered experience your customers will love.

Travel & Hospitality

First-Class Service for Every Guest

SmartAction helps travel and hospitality brands deliver stellar customer experiences. Every guest inquiry — whether it’s through voice, chat, or SMS — gets prompt assistance from our AI-powered virtual agents. From making a hotel reservation to redeeming points for travel, customers get the answers they need and vendors achieve major cost savings. It’s a win-win for everybody.

ROI by the Numbers

Travel and hospitality brands are using SmartAction’s conversational self-service to improve efficiencies in customer support and deliver hyper-personalized experiences at scale.

Reduction in AHT

Savings Per Call

CSAT on par with live agents

Proven Use Cases for Travel

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Intelligent Front Door

Don’t keep guests waiting; answer every inquiry with a personalized greeting and a “How can I help you today?” to discover customer intent.

Capabilities:

  • Capture customer intent in natural language
  • Authenticate caller via APIs to your CRM or other system of record
  • Route caller to appropriate agent or contain through self-service
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Reservations

Whether it’s a spur of the moment getaway or a trip planned months ahead, make it easy for travelers to book a new reservation or make changes through conversational AI self-service.

Your customers can:

  • Book a new reservation
  • Change a reservation
  • Cancel a reservation
  • Stay up to date with SMS alerts
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Rewards & Promotion Management

Drive more revenue with an intelligent virtual agent that helps travelers manage their rewards and alerts them to special deals and reward program offers.

Capabilities:

  • Check point balance and rewards status
  • Purchase additional points
  • Send outbound reminders on points expiration
  • Apply rewards to reservations
  • Activate a new rewards membership
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Account Services

Help travelers keep their account or profile information up to date, whenever and wherever they may be.

Capabilities:

  • Update account information like address
  • Add additional members to your account
  • Reset password or change login details
  • Start or stop travel alerts

Inbound Payments & Billing

Enable customers to stay on top of their bills with an intelligent virtual agent that helps process payments through voice or chat.

Capabilities:

  • Answer common billing inquiries
  • Process payments through PCI-compliant protocols
  • Proactively send reminders of upcoming or overdue payments
  • Arrange payment terms or grant bill payment extension
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Travel Notifications

Keep travelers in the know about upcoming travel plans, changes in their itinerary, and other relevant information through voice or SMS channels.

Capabilities:

  • Proactively send reminders for upcoming trips and scheduled reservations
  • Confirm reservation details for new bookings, changes, and cancellations through email, SMS, or both
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Why Consider Conversational AI for Travel and Hospitality?

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Enhance the Travel Experience

Like a personal concierge service, SmartAction’s virtual agents are ready to assist travelers 24 hours a day, 365 days a year with responsive and personalized support.

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Help Customers Help Themselves

Customers want immediate access to information and fast resolution. Empower them to resolve common issues with self-service that is simple and intuitive to use.

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Optimize the Booking Process

Let our virtual agents handle routine tasks like gathering all the information needed to book a new reservation, so your staff can focus on more engaging interactions.

Virtual Agents Powered by SmartAction

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Advanced NLU Technology

Since speech recognition technology is never 100% right, SmartAction tailors its AI to match every response to the closest expected answer for the highest accuracy rate in travel.

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Dedicated CX Team

Our team of CX experts manage your conversational AI solution in its entirety, from the design, build, to the ongoing operation of your virtual agent.

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Conversational Interface

Intelligent virtual assistant (IVA) helps customers resolve issues conversationally — there’s no need to navigate through complex phone menus or install new technology apps.

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Omnichannel Experience

Our virtual agents engage customers wherever they are, and maintain context of the conversation when switching across voice, chat, and SMS channels.

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Data Science Services

We provide custom reporting with data-driven insights to measure call performance, improve the conversational experience, and ascertain ROI.

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System Integrations

SmartAction integrates with your CRM, payment gateway, and existing contact center infrastructure to provide your customers with end-to-end support.

Live Reservations Demo from Frost & Sullivan East

See how virtual agent handles the complex multi-turn interaction of making a new reservation in the wild. The caller then calls back in to change the check-out date and room type with ease.

From Skeptic to Believer: Why Choice Hotels Adopts SmartAction\’s Virtual Agents for Voice

Learn how Royal Caribbean reduced Agent Handle Time by 54% with AI-Powered Virtual Agents

Major Casino Operator Eliminates Hold Times

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Stephanie Lemar

Manager Customer Engagement & Support, Choice Hotels

“Integrating SmartAction with our contact center solution was quick and seamless. I was blown away by their responsiveness.” 

Discover SmartAction Resources for Travel & Hospitality

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#1 Rated AI-Powered Virtual Agents for Contact Centers

5 Star Reviews

Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.

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