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Servicing and automation
Business Travel Agencies estimated that roughly 11% of bookings involve a voluntary or involuntary ticket change and that this consumes an estimated 11% of their customer service resources. Aware of the benefits of the technology, levels of self-service for ticket changes among Business Travel Agencies are already high. Today, 65% of respondents enable this via the web and 59% using mobile.
However, a significant minority of Business Travel Agencies continue to handle ticket changes manually via the contact center.
Business Travel Agencies estimate they have automated 24% of manual processes using robotics today, although 37% of respondents said they had automated less than 20% of manual processes. One in five respondents said less than 10% of processes have been automated today.
Business Travel Agencies plan to increase the use of robotics soon, with plans to automate a further 27% of their processes on average. This would take the number of automated processes close to 50% for the average Business Travel Agency.
Effective investment in self-service tools for rebooking could lead to automation of time-consuming ticket exchange and refund calculations, potentially saving Business Travel Agencies money by reducing demands on contact centers or agents.
Self-service capabilities, available through a fully digitalized ticket exchange and refund experience, can enhance the customer experience, offering a quick, automated and transparent process.
The industry is moving to a much more seamless end-to-end journey.
With digital IDs, travelers will increasingly be recognized and move more easily through each step of the journey. Self-service is an essential option to maximize the potential of this seamless end-to-end experience. Business Travel Agencies have a big role to play here. They are very often the trusted brand and the first port of call for travelers that need to make a change. Business Travel Agencies have a chance to differentiate by providing self-service options to travelers.”
Rajiv Rajian
EVP and Chief Commercial Officer, Americas, Amadeus
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