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Generative AI: How Can Generative AI Help Resolve Flight Booking Issues in the Pre-Support Stage?

By: Author Alex Lim

Posted on

Categories Generative AI

Discover how generative AI enhances customer support in the airline industry by providing dynamic FAQs to resolve booking errors efficiently during the pre-support stage.

Table of Contents

Question

Mark is having trouble booking his flight on FlyJet Airlines due to an error in his PNR and booking ID. How can generative AI assist in efficiently resolving his issue during the pre-support stage?

A. By providing a dynamic FAQ that addresses common booking errors
B. By immediately connecting him to a live support agent
C. By generating a support ticket automatically
D. By analyzing his sentiment and prioritizing his query

Answer

A. By providing a dynamic FAQ that addresses common booking errors

Explanation

Gen AI can create dynamic FAQs that help users troubleshoot common issues without contacting support.

Generative AI plays a vital role in improving customer service efficiency, particularly during the pre-support stage. By leveraging its ability to process and generate human-like responses, generative AI can create dynamic FAQs tailored to address common booking issues such as errors in PNR or booking IDs. These FAQs are designed to guide users through troubleshooting steps, enabling them to resolve issues independently without needing immediate human intervention.

This approach not only reduces the workload on live agents but also ensures faster resolution for customers, enhancing their overall experience. Airlines like Pelago and others have successfully implemented generative AI solutions, which automate responses and streamline customer interactions, significantly reducing turnaround times for query resolution.

How Can Generative AI Help Resolve Flight Booking Issues in the Pre-Support Stage?

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