The airline Etihad from the United Arab Emirates (UAE) is now using the virtual assistant developed by the Zurich-based start-up Spitch. It is being deployed in Etihad customer support centers and helps to independently inform passengers about issues connected to coronavirus. This development functions on the basis of Artificial Intelligence (AI).
The use of AI is designed to ease the burden on Etihad call centers and generate efficiency gains. The virtual assistant is flexible and can also pass passengers onto Etihad employees should the need arise, further details of which can be found in a press release.
The collaboration between Etihad and Spitch came about as result of the Growth X support program from Microsoft. “The Spitch solution is an exciting project for the Etihad Innovation Lab”, said Frank Meyer, Chief Digital Officer of Etihad Aviation Group, in the press release. “We wanted to source technology which will make it easier and quicker for our guests to reach us and resolve their issue”, he explains.
The development from Spitch is already being used across several industries in Europe and the USA. These include, for example, the financial sector and healthcare, insurance, retail and public transport.
