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Aussie SMB partners with Microsoft to launch AI solution
Fri, 25th Jan 2019
FYI, this story is more than a year old

LiveTiles announced it has launched an Airline AI bot solution in conjunction with Microsoft.

LiveTiles' Gate Agent Assistant Bot uses artificial intelligence to provide automated responses and retrieve the information required to allow airline staff to more quickly respond to customer demands at the gate.

The customisable chatbot supposedly provides staff with an easy to use, a conversational interface that sources information from an airline's existing systems.

The bot automates key processes, such as issue escalation and the prefilling of customer data and immediately provides gate agents with the information needed to deliver a faster service in line with airline policies and procedures.

The solution is designed to improve customer service by increasing staff efficiency and reducing wait times in the high volume, high-stress environment at the airport gate.

Microsoft global managing director of travel Julie Shainock says, "Commercial airline IT teams have a constant challenge on their hands when it comes to empowering employees with solutions that improve customer service.

“Operations are spread across multiple locations, communication across a wide range of operational roles is complex, information stores are hard to navigate, and processes and procedures are difficult to manage in a timely manner.

“LiveTiles' Gate Agent Assistant Bots will have the ability to streamline and drastically improve customer experiences by improving efficiency and decreasing delays at busy airport gates. LiveTiles' innovative approach to this problem is filling a genuine gap and is set to greatly improve the way we all experience airline travel.”

LiveTiles has already signed its first customer – a major US airline and one of the world's largest by revenue – to implement the bot technology throughout the USA. The technology will be rolled out and will generate recurring revenues under a software-as-a-service (SaaS) licensing model.

LiveTiles will target the US$834 billion commercial airline industry, with joint sales and marketing initiatives with Microsoft under its strong strategic partnership, targeting new and existing commercial airline customers of both parties.

The solution has supposedly received strong interest from existing commercial airline customers, and the company is actively engaged in commercial discussions with a number of additional parties.