Omio used Spectrm to turn Messenger into a customer care channel by automating FAQs and sending people to relevant landing pages to handle more complex requests.
The Messenger assistant helped travelers get answers to frequently asked questions instantly, right in Messenger. This relied on Spectrm’s natural language processing technologies and quick replies to guide conversations in Messenger.
The travel company launched their conversational assistant on Messenger at the end of March. The automated experience helped Omio respond to an overwhelming volume of customer messages regarding the impact of the COVID-19 pandemic on travel plans quickly and efficiently.
Starting with an initial set of FAQs, Omio was also able to review incoming customer messages over time in Spectrm. This allowed them to automate more and more of their customer questions directly on Messenger. As well as deal with more complex queries. This enabled Omio to dynamically adapt to changing circumstances as they learned more about their customers evolving concerns. It gave customers the information they needed right on the same channel they were reaching out on.
Customers with more complex queries who needed to speak with a live agent were directed to a landing page where they could fill in a contact form and then speak with a member of the customer service team.
By the end of August, Omio decided to scale its conversational assistant by adding new languages and services. The travel fare aggregator worked with Spectrm to include Spanish, Italian, French and German.
This was built on Spectrm’s domain-specific natural language processing technologies for each different language and enabled Omio to scale great customer experiences on Messenger in multiple languages. They also included new answers to frequently asked questions relating to cancelations and refunds, as well as requests for tickets and travel credits.