Online travel agency, FlightHub has launched its AI-powered travel agent, ‘Mila.’ Apparently designed to simplify travel inquiries and enhance customer service efficiency, the company says Mila ‘marks a transformative leap in the travel booking experience while maintaining high standards of data privacy and protection.
Not Just a Chatbot
Unlike traditional chatbots, FlightHub maintains Mila operates as a true travel agent: ‘she’s ready to assist FlightHub customers with bookings, cancellations, and itinerary modifications in real time. Contrary to most chatbots that redirect towards FAQ articles or give generic information, Mila has the ability to interact in multiple languages and is designed to address a diverse range of traveller needs while ensuring that complex matters are seamlessly transitioned to human agents for a timely resolution.’
“The intention behind Mila’s creation was to leverage artificial intelligence to establish a collaborative approach to customer service,” said Henri Chelhot, CEO of FlightHub. “She works alongside our team, removing tedious tasks and empowering agents to focus on complex, high-priority customer needs. This symbiotic relationship ensures our travellers receive the best possible service at every touchpoint.”
A Blend of Art and Technology
To fully bring Mila to life, FlightHub commissioned Montréal-based S16 Gallery to help create a physical representation of Mila, which now stands in the FlightHub office. Mila’s physical presence at FlightHub they say, reaffirms her role as a part of the team.
“Mila’s physical presence in our office serves as a tangible reminder that AI can be both approachable and fun. To bring her to life, we partnered with an artist, making her more than just a virtual assistant. Through a video campaign where Mila directly engages with travellers, we’ve created a unique experience that blends innovation with a personal touch. It’s a way for us to connect with travellers on a deeper level—human, yet forward-thinking,” said Ayoub Hissar, Director of PR & Marketing Strategy at FlightHub.
The Future of Travel Service?
Mila has already achieved a significant milestone since her introduction on the FlightHub website: a high number of customer interactions are now handled entirely by Mila. Looking forward, FlightHub plans to continue refining Mila’s capabilities, with the goal of further enhancing customer service across the travel industry.
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