Dublin airport improves customer service with speech recognition

Dublin Airport is enhancing customer service with a speech-based flight information service.

Dublin Airport is enhancing customer service with a speech-based flight 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."




Read more on IT strategy

SearchCIO
SearchSecurity
SearchNetworking
SearchDataCenter
SearchDataManagement
Close