How Pega Helps Travel Companies
Travel companies (OTAs, airlines, hotels, tour operators) face challenges like dynamic pricing, complex itineraries, customer service overload, and loyalty retention. Pega’s AI-powered platform helps them boost bookings, streamline operations, and enhance traveler experiences—from search to post-trip engagement.
AI-Powered Chatbots
Conversational AI for Booking & Support: Handles complex queries (e.g., multi-city rebooking) via natural language processing (NLP).
Voice-Enabled Assistants: Integrates with smart speakers (e.g., Alexa) for hands-free flight updates or check-ins.
Omnichannel Support: Integrates customer interactions across call centers, chatbots, email, and social media for seamless service.
Customer Personalization
AI-Powered Recommendations: Pega Decisioning uses real-time data (past bookings, loyalty status, preferences) to offer personalized upsells (e.g., seat upgrades, lounge access).
Dynamic Pricing & Offers: Travel companies use Pega to tailor promotions based on customer behavior, increasing ancillary revenue.
Loyalty Program Optimization: Enhances frequent flyer programs by predicting customer needs and rewarding engagement.
Customer Service
Automated Ticketing & Issue Resolution: Pega’s case management helps travel companies handle customer inquiries, complaints, and disruptions (e.g., flight delays, cancellations) by automating workflows and suggesting resolutions.
Predictive Issue Resolution: Detect potential disruptions (delays, cancellations) and proactively notify customers with alternative solutions.
Case Management: Automatically route and resolve customer complaints (lost baggage, refunds) faster with AI-powered case handling.
Post-Trip Engagement
Automated Survey Generation: Sends personalized post-flight feedback requests via preferred channels.
Social Media Sentiment Analysis: Monitors customer sentiment on Twitter/Instagram to address complaints proactively.
AI-Generated Messages: Sends tailored post-flight emails based on trip details (e.g., "Hope you enjoyed your business class flight to Paris!").
Intelligent Process Automation
Automated Booking & Reservations: Reduce manual work by automating flight, hotel, and car rental bookings with smart workflows.
Self-Service Options: Enable customers to modify bookings, check flight statuses, or request refunds through chatbots or customer portals.
Revenue Management
Dynamic Pricing Strategies: Uses AI to adjust fares based on demand, competitor pricing, and customer profiles.
Fraud Prevention: Detects fraudulent bookings or loyalty point redemptions using predictive analytics.
Cross-Sell & Upsell: Recommend add-ons (e.g., travel insurance, upgrades, tours) at the right moment in the booking journey.
HOW WE HELP
Our Pega consulting services are tailored to empower businesses by integrating an Pega solution into their operations. We specialize in providing end-to-end support, from strategic development to implementation and ongoing optimization. How we help:
We begin by meeting with stakeholders from various departments—such as business, marketing, and data teams—to define the objectives of the Pega solution. This step is crucial for understanding the specific metrics and insights that stakeholders need to make informed decisions.
