The travel group has improved its customer service by implementing AI-powered agents. The automation enabled by AI has allowed more than 70% of customer issues to be resolved automatically. In this way, Ávoris reinforces its commitment to delivering personalized, efficient experiences tailored to the needs of today’s digital traveler.
Ávoris Corporación Empresarial serves nearly 10 million travelers each year. Through brands such as Halcón Viajes, B travel, CATAI, Travelplan, Iberojet, Muchoviaje, or TuBillete, its activities span from distribution and planning of trips to air transport via its own airline, in addition to the corporate and convention segment. Thanks to the deployment of AI-based solutions from Microsoft, the company has streamlined and automated processes related to customer service and the online sale of services, in a context of growth and diversification for the company.
AI to Drive Online Sales
Beyond the customer service area, Ávoris has applied Artificial Intelligence solutions to boost the sale of ancillary services, notably those related to baggage handling. The aim was to improve conversion, get to know the end customer better, and tailor the offer across a multi-brand ecosystem. As a result of deploying this AI solution, the travel group has exponentially increased its online sales channels and benefited from a higher conversion rate. Analysis of interactions with the smart assistant shows that 28% of inquiries were related to baggage billing, and of those, 25% end up converting into a sale.
“The online distribution of ancillary services has always faced a timing issue: the customer arrives, asks a question, and leaves. With the deployment of the intelligent assistant we’ve been able to intervene at that precise moment when the doubt exists, but the decision is not yet made. That 25% of luggage-inquiry conversions is proof that when the answer is immediate and relevant, the digital channel converts,” commented Leandro Cobellini, OTA Director at Ávoris.
Ávoris chose Azure OpenAI technology for developing these solutions, a choice that reflected not only the strength of a secure, governed ecosystem that easily integrates with its own platform, but also the opportunity to count on Microsoft as a strategic partner, capable of understanding their business priorities and proactively guiding them throughout the process.
