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#客户体验

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Sep 24Thu
  1. Accor News & Stories

    Accor Scales ALL Concierge Conversational AI

    Accor announced on September 24, 2026 that its ALL Concierge conversational AI companion has moved beyond pilot to full-scale rollout, making it the first hospitality group to deploy an end-to-end conversational AI companion at scale. It covers the journey from travel inspiration and hotel comparison to booking management and post-stay support, available 24/7 on ALL.com, the ALL Accor app, WhatsApp and iMessage, in 11 languages, with responses in under a few seconds and seamless handover to human agents. The pilot began in July 2025 and logged more than 1 million guest conversations. Accor also launched The Butler, an AI companion for hotel teams.

Sep 22Tue
  1. Sabre Newsroom

    Kenya Airways Partners with Sabre to Upgrade to Modern Retailing Platform

    Kenya Airways has selected Sabre to implement a new retailing platform that will become the operational and commercial backbone of its business, supporting reservations, ticketing, inventory management and airport check-in, replacing a system that has served the airline for more than two decades. Built on Sabre Mosaic, the platform advances the carrier toward personalised, offer-and-order-based retailing, and Kenya Airways will adopt Sabre Mosaic Offer Optimisation for continuous learning and dynamic pricing. The move aligns the airline with industry standards including IATA's New Distribution Capability (NDC), with modernisation to proceed in stages.

Sep 2Wed
  1. ACI World RSS

    ACI World Airport Experience Summit Convenes in Istanbul

    ACI World hosts the 8th Airport Experience Summit in Istanbul with nearly 800 delegates, themed 'Airport Experience: The New Era.' The summit explores human-centric travel and presents ASQ Customer Experience Awards, marking the 20th anniversary of the ASQ program. ACI's Director General emphasizes that as global passenger traffic is forecast to nearly double in two decades, airports must invest in infrastructure and genuine hospitality.

Jun 4Thu
  1. Amadeus Newsroom

    Amadeus Report: Agentic AI to Transform Airline Operations

    Amadeus, supported by Microsoft, released a report on agentic AI in airlines, based on interviews with carriers including Azul, Icelandair, and Southwest. It identifies five key use cases: automated voice rebooking, agentic commerce, intelligent digital marketing, turnaround management, and personalized offers. The report recommends building strong data foundations, focusing on high-impact workflows, and ensuring governance. Microsoft predicts most airlines will move from exploration to deployment within 18 months.

Feb 24Tue
  1. ACI World RSS

    ACI World Reveals 2025 ASQ Awards for Best Airport Customer Experience

    ACI World announced the 2025 ASQ Customer Experience Awards, showing airports outperforming other industries in customer experience as passenger satisfaction continues to rise. Nearly 707,000 passengers were surveyed in real time, with more than half of the world's air travelers passing through ASQ-rated airports. Border and passport control saw the largest satisfaction gains, while airport ambience and cleanliness were the strongest drivers of overall satisfaction.

Jun 29Wed
  1. SAP Concur Blog

    Sentiment Analysis: How Machine Learning Helps Businesses Understand Customers

    A SAP Concur blog post introduces sentiment analysis (also known as emotion AI), which uses natural language processing and machine learning to analyze positive, negative, or neutral opinions in text, applicable to survey research, social media analysis, and tracking psychological trends. Using the hotel industry as an example, it explains that hoteliers can aggregate and assess ratings and reviews to improve guest satisfaction. SAP Concur Labs and UX Analytics developed a sentiment analysis tool for user product reviews that automatically extracts themes to understand customer feelings and identify popular and frustrating features. The article also discusses the complexity of sentiment ana…