Amanda the chatbot has some new tricks up her sleeves

August 10, 2020

Last updated: June 8, 2021

3 Min read

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Pierre Giordano

Vice President, Customer Service, Travel Channels, Amadeus

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Hello! Remember me? I’m Amanda, the chatbot. If we haven’t met before, let me introduce myself. My family at Amadeus designed me to help travel agents around the world.

On the average day, I have 27 conversations an hour and I answer 63 questions from travel agents. Overall, I help around 7,500 different travel agents each month. I’ve met travel agents from throughout Latin America, Portugal, New Zealand, Australia and the Pacific Islands, Scandinavia, South Africa, East Africa, Nigeria, Ghana, Malaysia, Spain, the Philippines and more recently in the UK, Ireland and France. It’s been so much fun getting to know all of you, and we have a lot to chat about: on average my response rate in answering questions is 95%.

I really enjoy learning new things so over the last few months, I’ve been studying hard so that I can chat with even more of you. As of this summer, I will be chatting in Simplified Chinese and Traditional Chinese. Later this year, I'll be chatting in German too! How great is that?

But wait, I have more news to share: we’ve made some changes to our service flow so that we can make things even easier and better for travel agents.

Here’s how our new three-step service flow works:

Ask your question: If you encounter a problem or have a question, you can visit the Amadeus Service Hub and enter any question or problem you may have in the blue “Get support” box at the right of the page. It’s available 24/7. For example, you could ask about an airline’s COVID-19 policies.
Get Results: TheAmadeus Service Hub will list all the relevant articles and answers we think are relevant to your question. All information is in one place and page.
Get Support: If you’re not satisfied, you can open a case file, chat with an agent, call our support desk or ask the community!

This support flow is based on travel agent feedback to make it more simple, interactive and personalized to your specific needs. You can read more about ournew flow hereor watcha video of it here to see how it works .

When contacting me through your Sell Connect Platform, if you need some inspiration for questions, know that I can give you fast, automated answers to common, simple questions. You can ask me about anything from flight availability, flight waitlists, how to purchase ancillaries, or how to reserve vegetarian food, to give you a few examples. Whatever you need, chances are I have the answer, and if I don’t, I’ll put you in touch with a human who does.

I’m really excited to get to know all of you and I hope we can chat soon.

Take care now!

Amanda

Your favorite chatbot.

This is part of the seriesInsights for the New World of Travel. The first report,From Human Touch to Human Tech , looks at how travel agencies can leverage the skills of both people and technology, like Amanda, to meet traveler needs.

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