In this video:
- How the travel industry can use conversational commerce as a tool to solve the business challenges created by Covid-19
- What changes are happening to traveler behavior due to Covid-19?
- How conversational commerce can expand its role assisting customers during the shopping or planning phase of the customer lifecycle
- How artificial intelligence can work hand-in-hand with human support teams to provide better experiences to travel customers
Thanks to Covid-19, the past few months have been challenging for anyone running a travel business. One of the biggest tasks was figuring out how to handle the large spike in requests for help from travelers looking to change travel plans. Another problem was internal: many businesses faced staffing challenges from companies trying to serve customers as newly remote organizations. On top of all this, today’s travel businesses must work to adapt to a changing economic environment, one in which they may need to adapt their products and services in the face of evolving consumer preferences.
How will the industry address each of these problems as it works to recover from Covid-19? It was amidst this environment that the team from Skift sat down with Mariam Reza, senior vice president, Enterprise Solutions at LivePerson at the 2020 Skift Forum Europe event for a conversation about one of the most promising solutions to these issues: conversational commerce.
The concept of “conversational commerce” refers to an increasingly popular technology platform combining the familiarity of texting with the power of automation and artificial intelligence to create more meaningful customer experiences for travel businesses. In the video above, we learn more about how LivePerson is helping the travel industry use conversational commerce to provide quicker support for customers, gain new insights into travel behavior, and help engage potential customers while they dream and plan for future trips.