Speak the language of the future: automated customer and guest communication for tourism organizations and mountain railways.
With feratel’s multi-channel chatbot management systems, tourism organizations and mountain railways pick up their prospects in micro moments, open up new, technology-savvy target groups and are accessible 24 hours a day, 7 days a week.
Automated customer communication means relief for employees, an increase in service quality, a reduction in costs as well as the opening of new sales channels and more time for personal contact with the guest.
Interfaces to feratel Deskline®, Outdooractive and other sources make the feratel chatbots unique. Additional content can be added, adapted and managed via the management system.
The bot’s interactions can be followed in real time in a specially designed “chat room” and a “human switch” enables conversations to be easily taken over by employees at any time.
Questions & answers can be exported and analyzed at the push of a button. From this, insights can be gained, intentions behind the questions understood, and further strategies developed.
feratel Deskline® and other data sources in the background
learning by doing
constant development
artificial intelligence
knowledge graph
reduces employee workloads
uses micro moments
expands sales channels and target groups
saves costs
improves service
offers 24/7 service
gains time for the essentials
inspires guests
lives innovation
widget on own website
Facebook Messenger
Amazon Alexa
Google Assistant
A chatbot (bot for short) is a text-based dialogue system that allows chatting with a technical system. Thanks to the technical evolution, chatbots can conduct ever more intelligent dialogues and thus become future-relevant success factors.
A micro moment is the moment of decision that leads from an intention or a thought to an action on a mobile device.
feratel currently has two innovative chatbot solutions on the market: the Onlim Deskline® Edition for tourism organizations and the Onlim Mountain Bot especially for the mountain railway sector. Both solutions are based on the same system but differ in content and are adapted to the respective requirements.
“Natural language” questions that guests ask via chatbots are compared to a platform with the subject areas from the destination management system and returned as answers in natural language. Technically, of course, there are highly complex control systems behind this.
Via a wide variety of text and language-based controls are so-called “conversational interfaces”: functional systems that may soon completely replace traditional icon menus. These include chatbots and intelligent personal assistants such as Amazon Alexa or Google Assistant. There are of course no geographical restrictions. Guests or interested parties communicate from home, the car or on location.
The content of the Onlim Deskline® edition includes: Points of Interest (POI), accommodations, events, infrastructures, weather, small talk and holiday topics (culture, music, ...). Other topics with related questions and answers can be added as required. The Onlim Mountain Bot accesses content relevant to mountain railways.
Simply because a) more and more people are using voice assistants – voice is the new search – and because b) more information is available at all times. Automated guest communication therefore has enormous potential.
True to the motto “voice is the new search”, voice-controlled systems have great potential. Automated dialogue systems are usually complex control systems that provide suitable answers to a wide variety of questions. “Intelligent” assistants even learn independently through ongoing communication with the guest and thereby continue to develop. When it comes to tourism, they are an opportunity to improve marketing, organization and communication. Regardless of whether such systems are considered good or bad, intelligent assistants are permanently changing customer behavior.
More information is available at all times about the region, the hotel, the surroundings, the weather or special offers and events in real time – round the clock and regardless of opening or service times of tourist facilities. This means an increase in the quality of guest care, the opening of new sales channels and time and cost savings.
We look forward to new tasks and challenges!
