ASIA and chatbots . Algorithms do most of the tactical decision making and people focus only on what matters – strategic decision making .
“ Customers can get most of their queries related to their booking resolved either via proactive communication or speaking with our AI-driven bots to get the answers ,” Verma explains .
This makes services scalable , predictive , and highly accessible wherever the customer is .
“ While this kind of transformation can be hard , risky , or capital-intensive , it ’ s not optional for us if we want to remain relevant and progress in the future amidst accelerating changes ,” says Verma candidly .
“ Our quest has been to serve the customers in their travel itinerary as much as possible – from travel inspiration , to planning , to booking , to in-destination services – so that customers can seamlessly use our services end to end ,” he adds .
“ This cannot be done without a consistent technology platform behind it . When it comes to customer
“ Technology is front and centre of our operations today and will be a major driver of operational efficiency and service expansion going forward ”
Himanshu Verma , Chief Technology Officer
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