3 Technologies for Customer Service

Alexa and Siri fall short of the emergence of specialized technologies in customer service, such as chatbots and co-navigation, which provide more capacity for this activity.

This summer, 16 million tourists will go on vacation in our country: 12 million will be nationals and almost four million foreigners. In total, the economic spill will be seven thousand 805 million dollars.

The numbers are very positive for the tourism sector and, in general, the service industry in Mexico, according to the Secretary of Tourism of the Government of Mexico.

In this context, it is crucial for the country to raise quality standards and take full advantage of the new tools developed with data science.

There is no longer room to postpone the digital transformation in the sector, as many of the tourists want to focus on their destinations and ask for help through technology. In other words: optimize your travel experience.

These are three trends that are changing the face of the sector.

1. Visual engagement

The visual or visual engagement is the communication of diffuse concepts, to improve the customer experience and arouse emotions, through virtual tools that help tell stories and show ideas or processes.

In addition to videos, tools such as co-navigation (cobrowsing) and screen sharing applications are used.

2. Voice Interaction

33 percent of smartphone users already use virtual voice assistants for simple tasks. These applications use people's natural language, streamline and simplify the slopes, tasks that are of extraordinary value for tourism.

3. Chatbots

Yes, Alexa and Siri are proven options for answering questions and handling conventional requests. However, there are already specialized chatbots in customer service that, using deep learning, improve the experience throughout the travel cycle.

Hotels, airlines and travel agencies already use them. An example is TheForbiz, which uses a chatbot to search for flights. Another application is AirEurope on Twitter, which allows the traveler to know everything related to the crossing, just by entering the flight number.