CWT is further simplifying traveler messaging interactions on its myCWT platform with generative artificial intelligence (GenAI) capabilities powered by Azure OpenAI.

Travelers seeking assistance via the messaging service channel on the myCWT web and mobile apps will now engage in a unique, unscripted conversation with a GenAI-enabled virtual assistant. When the virtual assistant is unable to help, it seamlessly hands over to a travel counselor.

Following a pilot run with a small group of early adopters, the enhanced messaging service has now been rolled out to customers in 56 countries, achieving traveler satisfaction scores of over 90%.

“We see immense potential in using generative AI across our products and services to benefit our customers,” said Erica Antony, CWT’s Chief Product Officer. 

“Our messaging service has become the preferred support channel for many travelers around the world, and this latest enhancement will create an even better user experience. GenAI will speed up our ability to automate conversations in a powerful way, significantly reducing response times and allowing our travel counselors to focus on more complex customer needs. Of course, this is just the beginning, and we expect to deploy this technology for a number of other use cases over the course of this year.”

In the coming months, CWT will start using GenAI for live language translations in its messaging service, allowing travelers to quickly and easily access support in their preferred language. It is also looking to boost its virtual assistant’s ability to better understand each customer’s unique preferences, previous travel patterns, and specific business requirements, offering a fully personalized and intelligent experience.