Air France Deploys Nuance-Powered Speech Internationally
Nuance Communications last week announced that Air France has launched the second phase of its popular telephone-based, speech-enabled portal, offering innovative travel services for customers around the world. The new application builds on the success of the existing Air France customer service application, powered by Nuance speech solutions and now offers services in six languages.
In October 2006, Air France introduced the Nuance-powered French and English language versions of ‘3654’—the single telephone number that passengers can dial to access information about all of the airline’s services. Initially developed for the French market only, the service was available seven days per week, 24 hours per day.
This service has enabled Air France to vastly improve customer satisfaction while simultaneously reducing costs in its call center operations. Air France expects to replicate this level of customer satisfaction success internationally. In addition to English and French, the application now supports Spanish, Italian, German, and Portuguese speakers. The system can be accessed via Air France’s main contact centers in Europe, Asia, North America, and South America to provide support to callers from over 20 countries.
The expanded system provides callers with a wide range of services and information, all easily accessed using Nuance’s sophisticated speech technology, including:
- booking, purchasing, and changing tickets, or obtaining refunds with an Air France agent;
- receiving real-time flights information, as well as departure and arrival terminals; and
- obtaining information about Air France coach services, any vaccinations required, and monitoring of luggage in the event of an incident.