AI’s impact on non-linear customer service in hospitality
Non-linear customer service breaks away from traditional models by meeting customers anywhere they are in their journey
The shift towards non-linear customer service, characterized by proactive recommendations, 24/7 support, and multichannel interactions, marks a departure from traditional models.
Key takeaways
- Deliver proactive recommendations: Intelligent virtual agents (IVAs) can leverage vast customer data to make personalized recommendations based on an individual’s preferences and previous interactions;
- Enable self-service and 24/7 customer support: When travelers run into issues, AI-powered self-service tools provide round-the-clock support;
- Support multichannel customer journeys: Today’s travelers can contact customer service in several ways: through social media, email, in-app support, text, and more.
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