Travelocity to Enhance Automated Voice Services

Taking customer service to the next level, has announced extensive enhancements to its automated, interactive voice services, now allowing travelers to receive real- time updates on departure, arrival and gate information for flights from 56 airlines.
The company`s flight information product, previously only available through mobile applications and the Internet, is now accessible through`s toll-free, voice-activated customer service hotline system at 888-TRAVELOCITY.

“We found that about 10 percent of calls to our customer service centers were requests for flight information, and we answer over 40,000 requests for flight information online each day,” said Russ Smith
, senior vice president of operations-customer service. “Most people have access to phones, but not the Internet, while traveling. So we felt that integrating our online flight information product into the toll-free number would be a valuable tool for travelers, while simultaneously enabling customer service agents to better focus on requests that require live agent assistance.”

To access the automated system via phone, callers simply speak the date, name of the airline and flight number, or departure and arrival cities. Sophisticated voice-recognition software extracts flight information from the Web site and communicates it back to callers. The automated voice system mirrors the traveler information available in the “Departures and Arrivals” section of the homepage.

The expansion to the toll-free number is the second customer flight information product available through
this year. The company introduced “My Messaging,” a suite of comprehensive flight notification tools, in March 2002.

Related stories on ITN:

(15/03/2002) Travelocity Unveils Dynamic Travel Messaging Tools


(12/12/2001) Travelocity Introduce Expert Tools to Simplify Travel Decisions .