Flythomascook.com to pilot voice recognition system

Thomas Cook Airlines is to test a voice recognition service on its website to that will enable consumers and agents to so-called “self-serve” products by telephone.


The tool will be trialled in conjunction with CRM specialist RightNow following its appointment by Flythomascook.com to handle the site’s overall strategy for customer interaction.


RightNow will produce an area within the Flythomascook.com to allow users to ask specific questions and also view ready-made answers.


The trial of RightNow Voice will be a development for the travel industry and signifies what some have earmarked as one of the next significant new methods of interaction between consumers and travel websites.


Flythomascook.com director Tony Milsom said: “We are a relatively new business, 18 months old, in a competitive market.


“As part of a hugely successful brand we cannot afford to provide anything less than a superb customer experience, which is why we chose RightNow.


The agency will also build a system to allow the site to capture data from customers to enhance its sales and marketing strategy.


Milsom added: “RightNow Service not only allows us to offer an excellent customer experience today but also offers us the necessary flexibility for the future as a fast growing and successful business.”


Flythomascook.com currently sells cut price tickets on existing charter flights for Thomas Cook Holidays to both the trade and consumers.


RightNow vice president in the UK and Ireland, Wayne Foncette, said the new tools will allow the website to develop a better “customer experience” for users.


He added: “We provide them with the tools to empower their agents, to have knowledge when the customer needs it, at the point of action, and to provide outstanding customer experience helping customers like flythomascook.com to win on service.”

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