HIGH-TECH AND HIGH-TOUCH Bringing tech and AI into customer service James Spalding, regional director for


İĺśŨďóśİǝ)ŭśĺŘóƺǝƜĒĉďŨšƺǝTśĒŘƿçĺįǝ>śĺŭŘ


In our fast-paced industry, customer šóśƂĒçóǝĒšǝËǝƂĒŨËĨǝíĒƖóśóİŨĒËŨĺśƿǝ GİİĺƂËŨĒĺİǝíśĒƂóšǝTśĒŘƿçĺįǝ>śĺŭŘǛšǝ strategy, combining cutting-edge ŨóçďİĺĨĺĉƉǝƃĒŨďǝďŭįËİǝĒİŨóśËçŨĒĺİƿǝ TďĒšǝǚďĒĉďǑŨóçďǝËİíǝďĒĉďǑŨĺŭçďǛǝæËĨËİçóǝ enhances the customer experience ƃďĒĨóǝĺƖóśĒİĉǝšçËĨËæĨóƺǝƂËĨŭóǑíśĒƂóİǝ šĺĨŭŨĒĺİšǝĈĺśǝĺŭśǝæŭšĒİóššǝŘËśŨİóśšƿ AI has transformed how we manage


customer interactions at Trip.com. With 97% of our service interactions powered by AI, we respond to enquiries within 20 seconds and automate more than 75% of post-transaction processes. This ensures high service standards and quick, accurate responses to customer needs. TripGen, our AI chatbot, supports


millions of customers in more than 20 languages, seamlessly managing demand across regions. AI provides real-time ĒİšĒĉďŨšƺǝóİËæĨĒİĉǝĺŭśǝËĉóİŨšǝŨĺǝĺƖóśǝ personalised service that strengthens relationships and drives repeat business.


BEST OF BOTH WORLDS The human touch remains essential for complex issues, while AI excels at handling routine tasks. Our agents shine in aviation, where personalised service is crucial for intricate customer needs. At Trip.com, we combine AI’s speed and information handling with our agents’ empathy to manage challenges with care. Our 10,000-plus service professionals,


operating from 16 global centres, provide 24/7 support in various languages. This


óİšŭśóšǝƃóǝóƗçĒóİŨĨƉǝďËİíĨóǝçĺįŘĨóƈǝ queries and travel disruptions, with services such as our ‘no waiting’ policy and international SOS system further enhancing the customer experience. #ËŨËǝĒšǝĒİŨóĉśËĨǝŨĺǝśóƛİĒİĉǝĺŭśǝšóśƂĒçóƿǝ


By analysing customer interactions, we adapt to evolving needs. In early 2024, our European team implemented more than 400 service improvements æËšóíǝĺİǝçŭšŨĺįóśǝĈóóíæËçĥƺǝæóİóƛŨĒİĉǝ both customers and partners. One example was changing how we inform and remind travellers about essential information pre-travel. Not only does this seamlessly provide that information and pre-empt queries, it also increases sales of ancillary products. TripGenie, our AI model, has


outperformed competitors by using niche travel data to deliver more-personalised itineraries. This improves customer satisfaction and boosts conversions. The recovery of global travel in 2024 has provided valuable insights. In Q1,


global air passenger demand surpassed ƤƢƣƫǝĨóƂóĨšƺǝƃĒŨďǝŨďóǝ šĒËǑPËçĒƛçǝśóĉĒĺİǝ seeing 45% year-on-year growth, far outpacing the global average of 16%. China’s outbound travel also surged íŭśĒİĉǝŨďóǝbËƉǝ#ËƉǝďĺĨĒíËƉƺǝƃĒŨďǝƜĒĉďŨǝ bookings up 20% compared with 2019. Destinations such as Singapore, Thailand, and Malaysia enjoyed a 60% rise in bookings, with extended lengths of stay and multi-city itineraries increasing.


SIGNIFICANT OPPORTUNITIES TďóšóǝŨśóİíšǝďĒĉďĨĒĉďŨǝŨďóǝšĒĉİĒƛçËİŨǝ opportunities for our partners, driven æƉǝĒİçśóËšóíǝƜĒĉďŨǝçËŘËçĒŨƉǝËİíǝ favourable exchange rates in key markets such as Japan and South Korea. Recent upgrades to tools such as the


‘Low Price Calendar’ and ‘Deal Explorer’ have helped customers make smarter decisions, leading to higher conversions and better sales. Additionally, ‘Flight + Hotel’ bundles saw a 200% year-on-year increase in Q1 2024, showcasing the success of our cross-selling strategies. At Trip.com Group, we believe the future


of travel lies in the synergy between technology and human connection. ƉǝæĨóİíĒİĉǝ GǑíśĒƂóİǝóƗçĒóİçƉǝ


with human expertise, we provide a seamless, personalised experience that builds satisfaction and loyalty. We invite our partners to join us


in shaping the future of customer service, where technology and human care combine to set new standards.


TRAVOLUTION.COM — OCTOBER 2024 — 19


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