Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Turbulent Conditions: How do global airlines provide customer service?

As leisure and business travel starts to tick back, travelers will expect quick, effortless and convenient customer support across an increasing number of channels. For […]

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How do the world’s largest travel companies deliver customer support?

We’re thrilled to announce the launch of our latest Customer Service Benchmark Report! In this version, we’re digging deep into how 3,000 of the world’s […]

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Coronavirus and Customer Service: 5 Ways to Optimize Customer Support Operations in Stressful Times

Nearly every company is experiencing some level of adversity from the Coronavirus. According to an opinion article in The New York Times, “The outbreak threatens […]

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WestJet Brings Successful Netomi-Powered Virtual Agent, Juliet, to WhatsApp

Airline now provides immediate answers and customer service resolutions on the world’s most popular messaging platform With two billion users worldwide, WhatsApp is the most […]

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The Thanksgiving Holiday Travel Crush and AI

What Smart and Creative Airlines are doing in customer service right now Want quick service with travel woes? Tweet loudly. Airlines have made a conscious […]

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New eBook: Conversational AI: The Key To Four-Star Service, Five-Star Reviews, And Bigger Profits in Travel

Customers won’t wait, even 10 seconds, for a response. AI helps travel companies provide a better service that consumers expect today. Modern consumers are less […]

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How AI Can Painlessly Upgrade Customer Service For Travelers

Let’s explore how AI can drive customer satisfaction in travel and tourism   Guests expect quick, convenient, and personal resolutions on their channel of choice. Chatbot […]

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WestJet Reduces Customer Resolution Time, Taking the Guest Experience Up a Notch

An Automated Customer Service Case Study Featuring AI From Netomi WestJet is looking at digital as a means to transform and raise the bar for […]

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WestJet Takes the Flying Experience Up a Notch with AI

AI is the interface to meet (and exceed) consumer expectations for innovative, convenient and personal support. With the new WestJet online chat support system, Canadian […]

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