Amadeus Adds Traditional and Simplified Chinese-Language Capabilities to Chatbot

Thu, 6 August 2020

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Amadeus Adds Traditional and Simplified Chinese-Language Capabilities to Chatbot

Amadeus has added traditional and simplified Chinese-language capabilities to its chatbot, ‘Amanda’.

The chatbot, first launched in 2017, is now available 24/7 in more than 90 countries and four other languages – Spanish, English, French and Brazilian Portuguese.

Pierre Giordano, Vice President of Customer Service at Amadeus, said, “Following extensive research of our platform engagement prior to the coronavirus pandemic, we found that globally more than 70% of service requests to our Service Desk that manages our customer’s needs were simple ‘how to’ questions with easy and fast answers. Powered by artificial intelligence, we’ve designed the Amanda chatbot to answer these common questions that travel agents raise in and beyond Asia Pacific, so they can get help quicker and more seamlessly.”

Amadeus has added traditional and simplified Chinese-language capabilities to its chatbot, ‘Amanda’. The chatbot, first launched in 2017, is now available 24/7 in more than 90 countries and four other languages – Spanish, English, French and Brazilian Portuguese. Click to enlarge.

The chatbot is accessible to travel agents in Amadeus Selling Platform Connect at any time, so Amadeus’ travel agent customers don’t have to pick up the phone mid-booking for simple queries. In the average month in 2019, the tool had more than 9,700 active users and 23,300 chat sessions.

“Amanda’s popularity with our customers shows that there is high demand from travel agents for a more flexible approach to customer service. This underpins our broader vision to create a Live Travel Space, where our customers can access the expertise and technology they need on their terms and at their moment of need,” added Giordano. “Thanks to machine learning and artificial intelligence, we expect Amanda’s performance to continue improving in the future. At the same time, should our customers need further support or prefer to speak to a person, they will be directed to the right support experts available to offer them a dedicated assistance.”

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