Amadeus and AI startup Aimendo join forces for greater automation

August 15, 2022

Last updated: August 15, 2022

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Travel agencies using Amadeus can be more efficient than ever with Aimendo’s machine learning and natural language processing

In a crowded marketplace, a travel agency’s biggest differentiator can be customer service. Those who respond to travelers quickly, accurately, and efficiently have an advantage against the competition. With challenges like severe staffing shortages and budget constraints adding pressure to do more with less to meet business demand, automating tasks is an effective way to efficiently meet business demand and enable travel advisors to focus on building relationships with their customers and solving more complex problems.

To address this need, Amadeus has partnered withAimendo , that uses artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to automate various forms of written communication, from emails to chat messages and short messages (SMS).

With this new partnership, Aimendo’s natural language automation is integrated into the Amadeus ecosystem through Amadeus Web Services, as well as the agency’s current ecosystem to execute specific actions to help improve business travel agents’ efficiency.

For example, a traveler sends an email asking about the best flight options from Miami to Los Angeles departing on September 6th and returning on the 8th. When Aimendo processes the request, their platform will then draft a response showing available flights, along with the ability to book. If in the middle of the trip the traveler needs to change the return flight, the system will not only find new flight options, it will also calculate costs related to the change and charge or refund the credit card on file due to integration withAmadeus Ticket Changer .

Email/Chat requests that are more complicated may be automatically forwarded to the correct person, queue or department. Because each agency is different and great customer service requires a gentle touch, agencies retain full control over what and what not to automate based on their specific configuration. Aimendo is extracting, routing and processing requests at a 90-92% success rate.

With this enhanced level of automation at their fingertips, business travel agents can serve travelers more efficiently while increasing focus on the human side of the business.

“Aimendo’s mission is to transform organizations through smart technology. We’re proud to be partnering with a leading technology company like Amadeus, that is driving innovation in the travel sector. Working together, we’re going to make a real impact in the future of travel,” says Vic Pynn, co-founder, Aimendo.

“Our alliance with Aimendo is aligned with Amadeus’ unwavering strategy to expand the integration of valuable technology that brings innovation for greater efficiencies and productivity to our customers,” says Robert Buckman, Head of Travel Sellers, North America, Amadeus.

Learn more about Amadeus and Aimendo’s partnership at GBTA Convention 2022, August 15-17. Visit Amadeus at Booth #915.

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