The Flight Centre Travel Group has chosen CodeGen’s Review Spotter as the platform to enable its retail agents to provide and browse valuable insights of their hotels, destinations and activities.
The company, which is publicly-listed in Australia and operates in 23 countries, has rolled out Review Spotter, branded as Wingman to 4,000 agents worldwide.
Flight Centre sought to provide its agents with a quick and cost-effective way to share their experiences of the hotels and destinations in their portfolio. By having access to this knowledge, their staff can leverage the insights from the real-life experiences of their fellow agents to better inform their customers.
Program general manager Jason Hartley said:
“Our agents were finding that online reviews weren’t particularly reliable. So we wanted to provide peer-to-peer recommendations that they could use to advise travellers on the best places to visit. Now, with Wingman our staff have the information they need at their fingertips and the peace of mind that they can trust it. It also means that with this global shared knowledgebase, we have an efficient way for our agents to browse reliable feedback and feel confident recommending places they may not have visited personally.”
Review Spotter includes a natural language search function and feedback is semantically analysed so that thousands of reviews can be searched quickly and retrieved by category such as ‘food’, ‘service’, ‘location’, facilities and more. Agents can search the reviews they need either via a secured access to the platform or in their integrated TravelBox desktop.
Mark Melzack from CodeGen said:
“We are proud to have extended our partnership with Flight Centre and to launch this initiative with them. With Review Spotter, Flight Centre agents have a powerful tool to help them provide a better service to their customers. Initial response to the platform has been extremely positive and we look forward to seeing some tangible benefits in the very near future.”
Flight Centre will continue to work in partnership with CodeGen to explore further applications for its range of industry-leading artificial intelligence driven innovations for the travel sector.
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