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#客户服务

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Sep 24Thu
  1. Skift Feed

    Sierra and OpenAI's Taylor on AI's Broad Impact on Travel

    Bret Taylor, founder of Sierra and chairman of OpenAI's board, said at Skift Global Forum that AI agents can already handle the entire journey — booking, pre-arrival, in-stay and post-stay — as one continuous conversation. He criticized companies that route customers between departments, saying shipping your org chart should never happen in the world of AI. Taylor said the difference between marketing and service is just who initiates the conversation, and that every company's agent will eventually handle booking, onboarding, cross-sell and service as a single interface. He also said over-constraining AI produces worse results, and companies should set goals and guardrails instead of script…

  2. Hotel Dive Feed

    Accor Launches AI Travel Concierge ALL Concierge Across Full Journey

    French hospitality group Accor announced the launch of ALL Concierge, an AI-powered conversational travel tool designed to guide guests from initial travel inspiration and hotel comparison through to booking management and post-stay support. Accor calls it the hospitality industry's first end-to-end conversational travel companion deployed at scale. Following a pilot phase, the tool will roll out across Accor's global digital channels, including the ALL Accor website, mobile app, and messaging platforms such as WhatsApp and iMessage. Accor also debuted The Butler, an AI tool for hotel teams. Alix Boulnois, Accor's chief commercial, digital and tech officer, said the launch is part of Accor'…

Sep 17Thu
  1. Hotel Dive Feed

    Marriott undergoes organizational changes to Customer Engagement Centers

    Marriott International confirmed a strategic review of its Customer Engagement Centers with organizational changes being implemented to better reflect how guests interact across channels. Marriott did not confirm whether the changes will result in layoffs or how many employees are affected, but said new roles will be posted and many affected associates are expected to apply and be selected. The changes come roughly a year after a subset of Marriott's CEC workforce was impacted by organizational changes, and after the company laid off more than 800 corporate employees in 2024.

Sep 2Wed
  1. Hilton Stories RSS

    DoubleTree by Hilton Bengaluru Whitefield: The Rhythm of Care

    Hilton's 'Behind the Stay' series spotlights the DoubleTree by Hilton Bengaluru Whitefield team, which anticipates guest needs and adapts to changing schedules for seamless business travel. During an extended stay, an international guest faced a medical emergency; the team assisted with hospital transport and continued care. The hotel offers thoughtful touches like packed breakfasts and fosters an inclusive culture, including sign language communication among staff.

May 5Tue
  1. PhocusWire All News

    How travel companies are approaching agentic AI

    Travel companies are testing and deploying agentic AI across internal reporting, workflow automation, customer service, and disruption management. Accor, Fliggy, and TravelAI encourage broad experimentation, while Amadeus takes a controlled approach with human oversight. Gray Dawes Group has not yet adopted autonomous systems. Companies must define boundaries for AI agents and ensure human accountability for final decisions.

Apr 29Wed
  1. PhocusWire All News

    Booking Holdings' play to keep travelers in ecosystem with AI

    Booking Holdings is positioning its AI efforts as a moat against general AI models, with early testing showing lifts in conversion and reduced customer service interactions. CEO Glenn Fogel shared progress on AI initiatives across Priceline's Penny, Booking.com's search and self-service, and Agoda's efficiency. The company reported strong Q1 results, though Middle East conflict impacted growth.

Jun 29Wed
  1. SAP Concur Blog

    Asia's Growth Ceiling and How to Break It

    A SAP Concur blog post explores how Asian businesses' reliance on high-touch customer service when adopting SaaS platforms can slow deployment and ROI. It notes that 3 in 4 consumers in Asia think customer service should be every company's top priority, leading businesses to prefer dedicated reps guiding implementation step by step. However, self-service models can accelerate deployment; one of SAP Concur's largest customers rolled out its platform to seven markets in just seven weeks. The post suggests shorter but more frequent contact points between sales teams and customers.

  2. SAP Concur Blog

    SAP Concur: Our Continuing Customer Commitment

    Then-President of SAP Concur Jim Lucier wrote to customers outlining the company's business continuity measures during the pandemic. Products and services remained uninterrupted, most employees worked remotely, and global services and support teams maintained normal service levels. Offices implemented enhanced safety procedures, non-essential travel was suspended through the end of April, in-person internal and external events were canceled or postponed, and SAP Concur Fusion was held virtually.