India Airline Installs IVR System

Leveraging an increasingly popular speech technology to cut costs and boost customer service, an international airline that flies primarily to and from India announced this week that it’s installed a so-called “interactive voice response,” or “IVR” system.
Officials at Mumbai’s Jet Airways say that by installing an IVR-based payment system in their 24-hour call center, passengers can book and purchase eTickets any time.
“Our IVR service allows you to complete your reservation, pay using credit cards through a secure gateway and instantly receive your eTickets via e-mail,” company officials say.
Along with education and healthcare, travel has emerged as a vertical market that’s turning to technology more and more to navigate this slower economy. As TMC Group Managing EditorErik Linask ( News - Alert) reported this month, in-flight WiFi (News - Alert) has emerged as one the travel industry’s most frequent technology add-ons.
There’s been a concern regarding available bandwidth with in-flight connectivity, but research has shown that, in fact, most users are looking simply to keep abreast of e-mails, rather than trying to download large files or access bandwidth-intensive applications.
In the case of Jet Airways’ new IVR system, the industry is seeing an airline turn to technology for the same reasons that many other businesses with large call centers – or any company that relies on phone-based customer interactions.
29/05/09 Michael Dinan/TMCnet Editor

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Categories: Jet Airways May 2009, New May 2009