DublinAirportis enhancing customer service
with a speech-basedflight information
service.
The VeCommerce platform is designed to reduce passenger call
waiting times and boost the airport's helpdesk efficiency.
The system is fully integrated with the airport's existing
call centre and back office systems and manages simple enquires
such as flight arrivals and departures, freeing up customer service
staff to handle more complex enquiries.
Head of passenger operations at Dublin Airport, Declan McCarthy,
said, "The main problem was high demand for information during peak
times. Expanding capacity by adding more operators did not make
sense, as the additional operators would be fully used for only
part of the time.
"What was needed was a two-tier solution whereby callers who
needed simple flight information such as arrivals and departures
could be answered automatically, freeing up our agents for more
complex enquires."