OpenJaw Technologies and 15below collaborate to help disrupted airline passengers
Sept 4, 2019 – OpenJaw Technologies and 15below have joined forces to give passengers a new innovative way to access vital information during a travel disruption. With this new collaboration, 15below will inform passengers of changes to their flight status, inviting them to connect with their airline via OpenJaw’s advanced AI-driven automated agent to resolve queries or issues – in real-time.
OpenJaw t-Social is a fully automated conversational interface platform to engage directly with airline customers through automated servicing and ancillary product offerings. t-Social uses advanced AI, machine learning and natural language processing to communicate with customers across Facebook Messenger, WeChat, Twitter as well as an airline’s website Instant Messenger.The collaboration between OpenJaw and 15below draws on the best features of both solutions to provide real-time, personalised responses with zero queues, zero waiting times and no language barriers. OpenJaw t-Social responds directly to consumer queries using AI, and the integration with 15below’s platform enables t-Social to offer relevant, hyper-personalised responses. The result is a revolutionary offering which leaves passengers informed, no matter the time or day, and limits the stress associated with trying to obtain information during a travel disruption. An additional key benefit for an airline is the opportunity to offer unique, personalised upsell opportunities, such as upgrades and ancillary products.
Speaking about the new partnership, OpenJaw Technologies’ CEO Kieron Branagan, said, “The advanced AI capabilities of OpenJaw t-Social, combined with the unique passenger information available through the 15below platform has created a truly revolutionary offering which quickly and painlessly offers passengers the information that they need at the exact time and on the channel that suits them.”
Nicholas Key, CEO at 15below said, “Since 2000 we have worked with some of the world’s busiest airlines, sending 1.8 million notifications every day to passengers on their behalf. And while we reduce the need for costly call-centres to handle calls from passengers with additional requirements, there will always be customers that need a little more help. That’s why we were thrilled to find such a strong synergy between the 15below platform and the OpenJaw t-Social platform.”
Key continued, “These days passengers rightly have very high demands when it comes to customer service and airlines and airlines are now expected to be accessible 24/7. But the potential for travel companies to generate significant revenue, as well as the opportunity to collect additional contact information from passengers that have booked through third parties makes using OpenJaw t-Social powered by 15below a very compelling opportunity.”
15below works with 54 of the world’s largest airlines and travel companies – including the Lufthansa Group, Qantas, and Cathay Pacific – to help them proactively keep their passengers informed at every stage of their journey. But the company recognises that even with the most sophisticated suite of notifications, some passengers will need more information or reassurance whilst travelling.
OpenJaw customers include the world’s biggest travel brands: All Nippon Airways (ANA), British Airways, Cathay Pacific, Hainan Airlines, Sichuan Airlines, Comair, Iberia, Aeroplan, Loyalty One, Asia Miles, Kulula.com, Shenzhen Airlines, Four Seasons, Avis, Shandong Airlines, Color Line, Tibet Airlines, China United Airlines and Hong Kong Airlines. OpenJaw is a subsidiary of TravelSky Technology Limited, the dominant provider of information technology solutions for China’s aviation and travel industry. OpenJaw has its headquarters in Dublin, Ireland, with offices in Galway (Ireland), Madrid (Spain), Kraków (Poland), Hong Kong and Dalian (Greater China).