CWT has added new artificial intelligence capabilities to traveler messaging on its myCWT platform in 56 countries, the travel management company announced.
The AI capabilities, powered by Microsoft's Azure OpenAI, lets travelers who need assistance on the myCWT website and mobile app chat with a generative AI virtual assistant in an unscripted conversation. If that virtual assistant cannot solve the traveler's problem, they will be passed on to a travel counselor.
CWT first piloted the assistant with a small group of users and since has done a wider rollout, and the TMC reports that satisfaction scores with the assistant are higher than 90 percent.
"Our messaging service has become the preferred support channel for many travelers around the world, and this latest enhancement will create an even better user experience," CWT chief product officer Erica Antony said in a statement. "GenAI will speed up our ability to automate conversations in a powerful way, significantly reducing response times and allowing our travel counselors to focus on more complex customer needs."
Antony added that CWT expects to use generative AI technology in several other use cases throughout 2024. The TMC expects to begin using the technology for live language translations in its messaging service "in the coming months" and is working to make virtual assistants better able to understand individual travelers' preferences and travel patterns, according to CWT.