United discusses the benefits of multimodal customer self-service
Wednesday, June 22 at Customer Contact Week 2022 onstage at Ceasar’s Forum in Las Vegas, United Airlines announced they are working on automated multimodal customer service solutions for passengers with NLX.
“We’re really excited to be partnering with NLX and testing and experimenting with this multimodal piece,” said United Airlines Director/MD Innovation and Solutions for Customer Contact Centers Rachel Walker. She continued, “We feel like we found some really interesting segments of our population of travelers who are very technically engaged, and feel like they’re first adopters. But when it comes to travel, they get a little nervous and they want someone to hold their hand. And that’s where you can use this ability for someone to use a voice AI bot with something physical in front of them to walk them through step by step on how to do things.”
During the panel, Rachel also shared, “We’re really looking at how you challenge that assumption that people are going to have to wait longer for help? And that’s where we’ve really started to use automation. Where can we help customers get help faster, easier, and more consistently? A lot of these things we’ve noticed are very repetitive that our agents are doing, so we can automate that. Part of that work we’re doing with Andrei, with NLX, with our voice channels, with our chat and messaging platform, and we’ve seen good success. This is a win for the customers. Customers don't want to have to wait for help.”
The panel also included U.S. Bank Senior Vice President of Consumer Default Operations Kent Lemon and Traeger Pellet Grills Head of Operations and Analytics Bryan Carey, NLX CEO & Chief Product Officer Andrei Papancea, and was moderated by ABC News Chief Business, Technology, and Economics Correspondent Rebecca Jarvis.
The session was recorded at 4:35 p.m. PDT on June 22, 2022 in front of a live audience at Customer Contact Week in Ceasar’s Forum in Las Vegas.
You can watch the full panel conversation here.