+1.888.436.3797 Support Status Company Login Solutions Products Partners Why Genesys Resources Pricing Personalizing the online travel experience Singapore Airlines has unified all customer-facing teams. Genesys Multicloud CX™ works hand-in-hand with a Google-based chatbot, which answers 85,000 questions weekly and can be accessed via Facebook Messenger. Along with highly personalized service, the airline benefits from live chat, real-time reporting and resource matching. Watch the video More personalized service and improved brand loyalty Increased agent efficiency and collaboration Real-time reporting and resource matching Increased number of queries being resolved through effective use of channels like live chat Our customers come from all walks of life. Our customer contact service operations must be geared up to serve all of their needs. These types of services and functionalities are really only possible if we have the right technology platform. Marvin TanSenior VP, Customer Services and Operations Singapore Airlines Putting the customer first Maintaining a strong reputation means not only being the best in service excellence, but also providing travelers with personalized and omnichannel experiences. “Our ambition is to be the world’s leading digital airline,” said George Wang, Senior VP, Information Technology at Singapore Airlines. However, in the past, a mix of technologies throughout its global contact centers hindered this vision. Effective inbound and outbound engagement To help transform its operations and deliver a more unified customer experience, Singapore Airlines (SIA) adopted the Genesys Multicloud CX solution. By blending call, email and webchat functions, the omnichannel solution enabled the airline to offer enhanced inbound and outbound engagement, thereby growing brand loyalty and improving customer satisfaction. “Our customers come from all walks of life,” said Marvin Tan, Senior VP, Customer Services and Operations at Singapore Airlines. “Our customer contact service operations must be geared up to serve all of their needs. These types of services and functionalities are really only possible if we have the right technology platform.” The system has also allowed SIA to unify all of its customer-facing teams — from marketing and sales to service and support — onto one system, and quickly integrate new applications and services when needed. Harnessing artificial intelligence One innovation at SIA is Kris, a Google-based chatbot that can be accessed via Facebook Messenger. Kris works hand-in-hand with the Genesys Multicloud CX solution and forwards more complex inquiries to a human agent, who can immediately take over the conversation and provide a quick answer. The highly efficient virtual concierge answers over 85,000 questions weekly and is also available on the company’s website. “Using artificial intelligence means we can give instant responses to common questions, for example those related to baggage allowances, check-in procedures, new fare types, online bookings, and traveling with infants and children,” said Wang. “This tight integration between our chatbot and contact center experts would simply not have been possible with our legacy technology,” added Wang. Close control of service quality and personalization The Genesys Multicloud CX solution empowers agents to manage interactions with supporting context and knowledge, made possible through integration with CRM systems, knowledge bases and other applications. SIA also benefits from real-time reporting. “With comprehensive data coming through, we can better understand how we are doing,” said Tan. “This includes how long it takes the customer to get through to us, and how long they are on a call. These are things we can measure because of the role Genesys technology plays in better serving our customers.” At a glance Customer: Singapore Airlines Industry: Travel and aviation Location: Singapore and global Challenges Unify contact center operations Differentiate customer experience Accelerate innovation Product Genesys Multicloud CX Capabilities Inbound Outbound Self-service Chat Email Social Print the page Share this story Check out similar stories FINANCIAL SECTOR Bank OCBC NISP Learn more INDUSTRIAL SECTOR Lenovo Learn more INDUSTRIAL SECTOR Ethiopian Airlines Learn more INDUSTRIAL SECTOR SITA Learn more +1.888.436.3797 Contact us Professional Services Support Select Region Site Map Blog Products Genesys Cloud CX Genesys Multicloud CX Genesys DX Company Newsroom Sustainability Leadership Community Careers Legal About Genesys Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Copyright © 2021 Genesys. All rights reserved. Terms of Use | Privacy Policy | Email Subscription |