A chat offered at the right moment
The operational problem
Many people browse an airline's website and leave without booking, and an offer of help at the wrong moment is ignored.
What the evidence reports
Genesys said in October 2020 that Predictive Engagement analyses website visits and live data on passenger behaviour and interests. It decides how and when to offer a chat with a sales agent to recover abandoned bookings, tailors deals that employees offer through web chat, and identifies pricing problems that hold back certain ticket sales. Genesys reported conversion rates up 14% in the first two weeks and 49% at six weeks, with average time spent on the website down 72%. Getinet Tadesse, the airline's chief information officer, said: "We knew we were missing out on revenue from thousands of prospects browsing and leaving our website."
Operational significance
The AI chooses the moment and the offer, and a person makes the sale. That links the tool directly to revenue, which makes its results easier to judge than most customer service AI.
All figures come from a 2020 vendor release covering the first weeks of use. Ethiopian has not published later results, and planned extensions to the mobile app and to virtual assistants for basic requests have not been confirmed in the sources reviewed.
Sources and verification (1)
PR Newswire (Genesys) · Evidence grade B
A source can verify an announcement without verifying its projected outcome.