Page 32 - Express Travel World

TECH BYTES

Sabre's AI-powered chatbot

Pilot explores how artificial intelligence can help travel agencies serve travellers better
by fulfilling their most common service and support requests with smart technology

abre Corporation, the improve travellers’ ability to re- to ask trip-related questions, ellers engage with Ella and the Sabre is leveraging Microsoft
leading technology solve routine support requests. make voluntary changes to ex- kinds of emerging conversa- Bot Framework and a selection
provider to the global At the same time, we are happy isting flight reservations, re- tional interfaces that she repre- of Microsoft Cognitive Ser-
Stravel industry, has to help our travel agency cus- quest a special meal, select and sents,” noted Claire LeBuhn, vices, including Language Un-
launched a pilot programme of tomers ensure agents can focus pay for a seat, and request an vice president, support services derstanding Intelligent Service
an A.I.- powered chatbot that on supporting more complex emailed copy of an itinerary. at TSI USA. (LUIS). One of the key chal-
leverages Microsoft’s Bot traveller requests. We will be The chatbot will divert to a live Throughout the test, Sabre lenges in human-computer in-
Framework and Microsoft interested to track how trav- travel agent if it is unable to ful- and TSI will evaluate trav- teractions is the ability of com-
Cognitive Services, a set of ellers learn about and interact fill a request. ellers’ preferences for how of- puters to understand what
tools that organisations can use with the bot,” said Chad “We’ve named the TSI bot, ten and when they engage the people want and find relevant
to add intelligent and conversa- Callaghan, head of the Sabre Ella. Ella represents TSI’s her- chatbot and when they are information that connects to
tional features to their applica- Studios incubation team. itage of innovation and commit- likely to divert to a live agent. their intent. Travel applica-
tions. Sabre is initially piloting TSI will test a white-label ment to exploring new technolo- The companies expect to gain tions must recognize a plethora
the chatbot with the travel version of the chatbot with gies and tools that can help our a better understanding of the of unique terms and phrases,
agency Travel Services Inter- their corporate travellers, who corporate customers and their best way to engage travellers which adds complexity for in-
national USA (TSI) and the will access the chatbot via busy employees. Travellers can with chatbots and solve for dustry applications. LUIS pro-
travellers they serve. Facebook Messenger to ad- access Ella via the TSI app or di- some of the most common fric- vides simple tools to build lan-
“We are excited to start pi- dress common service and sup- rectly from TSI’s Facebook page. tion points associated with guage models that allow any
lot testing for the bot. We be- port requests related to exist- Ella supports reservations origi- chatbots, such as how trav- application or bot to under-
lieve the self-service conven- ing flight reservations. Using nated by TSI. We are eager to ellers will initially find the bot. stand commands and act
ience the bot offers will the bot, travellers will be able understand how corporate trav- In developing the chatbot, accordingly.

32 EXPRESS TRAVELWORLD
February 2018