NW To Use Via Voice Technology

<B> NW To Use Via Voice Technology</B>

<I>Minneapolis</I> - In an agreement to promote the use of speech recognition software, Northwest Airlines this month signed a deal that will allow top-tier members of its frequent flyer club to book and exchange tickets using Via World Network's voice system.

By this summer, these premier Northwest customers will be able to book reservations for air, hotel and car using voice prompts on a toll-free reservation line, and also use Via's automated electronic ticket refund and exchange service. Customers will be able to access the latter from Northwest's Website, airport self-service checkin counters or toll-free reservations numbers.

In a gradual rollout over the next year, Northwest and Via will expand these services to all customer segments. The two also will pioneer other uses for speech recognition and automated electronic ticketing, such as frequent flyer award redemption and meeting and incentive travel.

The intent, said Via president and CEO Elmer Baldwin, is to introduce technology that will "drive added value to the process. As much as we're trying to save them money, we're really trying to help Northwest become more effective with their volume, to free up agents to do a better job for customers."

Using Via's speech recognition software, a traveler can book a flight in an average of three minutes, Baldwin said, while shopping for fares takes perhaps as long as eight minutes. Still, he noted, "We beat the hold times on most airline res systems."

As part of the multi-year agreement, Northwest has promised to help Via promote speech technology as a means to lower costs, improve service and gain efficiencies in the labor-intensive airline industry. "Northwest and Via are mutually incented to bring others along," Baldwin said. "Their role would be as the first mover and thought leader to help promote this in the marketplace."

Northwest executives will chair a steering committee to help Via identify and prioritize product enhancements. As the airlines now are working together to develop standards for electronic ticketing, Baldwin is optimistic that his company's automated e-ticket exchange and refund program will become a standard for carriers.

The deal marks the first private labeling of Via's software, although company officials said other such contracts are being negotiated. Besides private labeling for airlines, agencies and other industry suppliers, Via also is marketing its services to corporations, though at press time, its parent, Andersen Consulting, was its only corporate client.

In coming months, all 26,000 Andersen travelers will have access to Via's booking software to make their own reservations.