Cellesense’ solution to an airline company increases online purchasing conversion, reduces operating expenses in call centers, and improves customer service efficiency, availability (24/7), and usability.
Currently, passengers requiring answers to specific questions have to either speak with a customer service person or follow pre-defined menus in IVR, Web, or mobile applications. Cellesense dramatically improves this experience. Passengers of EL AL, a flagship transportation service provider, use Cellesense for 70% of their Web enquiries and 100% of mobile enquiries exceeding 1.5 million enquiries monthly. Passengers type requests in the exact same way were they interacting with a live agent and receive immediate responses.
Ticket reservations (Web)
Passengers find a desired flight in a single step by typing their request in the website’s free text window. For example, a passenger types: “looking for the cheapest flight from Paris to New York for me and my wife”. Cellesense system processes the request, retrieves the information from the airline company’s database and presents flight timetable and price information, with an icon to click through online tickets purchasing, hence improving conversion rates.
Express check-in via Web, IM, SMS, Facebook
Passengers check-in by typing their family name & ticket number in a free text window or SMS (on some flights destinations, the system requires passport information as well). For example, a passenger types: “Please check me in for the flight to NY that leaves at 8pm tonight. My name is John Smith. The ticket # is 111222333”. Cellesense system process the request. The passenger is checked-in.
Customer service via Web, IM, SMS, Facebook
Passengers receive answers to questions such as:
- “How much weight is allowed from London to NY?”
- “What is the gate for today's arrival from Madrid?”
- “When does the flight that left Tokyo last night lands?”
- “How many points do I have in my account #887766?”
- “How many points are required for upgrading to business to Toronto?”