RozieAI specialises in combining personalisation with rapid AI deployment to curate a memorable customer experience.

At World Aviation Festival, Vijay Dheap, the company’s Chief Solutions Officer explored how far the customer journey can be enhanced through innovation and technology. In this five-minute conversation, Dheap answered questions on leveraging artificial intelligence (AI) for effective personalisation, the evolving scope of self-service in travel, and which key opportunities NDC opens up for airlines.

Although progress has been slow historically, we are seeing now personalisation across the industry rapidly improve with the advancement of technology. Speaking on the growing personalisation of self-service, and its importance to the overall customer experience, Dheap explained:

“[When you travel] you spend thousands of dollars on a few days and the memories that you create in that time lasts a lifetime -whether it’s good or bad. So when we talk about self-service what we’re seeing is the ability to tailor it to that individual in a specific moment. If you roll back the clock a little bit, you see each time we do self-service we’ve always been trying to get narrower and narrower, right down to the individual. Now, with the advent of new technologies like generative AI and operational computational capabilities, we’re starting to be able to get it down to that individual…”

Watch the full interview now to learn about the challenges of tech adoption, how NDC is transforming airline relationships with customers, and whether contact centres will evolve into a premium service.

Questions asked include:

  • What innovative self-service options have emerged this year, and what challenges remain? Given the considerable investments in self-service, why do you think adoption rates are still low?​
  • What customer experience opportunities do you see for airlines, particularly in light of initiatives like NDC and changing regulations?​
  • How do you envision the future of contact centers in the aviation industry?

 

 

For more from onsite at World Aviation Festival see: