July 13, 2017 TnH Global

Sabre creates an AI-powered chatbot using Microsoft’s intelligent and natural language services

Sabre Corporation, a leading technology provider to the global travel industry, announces the development of an AI-powered chatbot that leverages Microsoft Bot Framework and Microsoft Cognitive Services, a set of tools that organizations can use to add intelligent and conversational features to their applications, including Language Understanding Intelligent Service (LUIS).

Two Sabre-connected travel agencies – Dallas-based Travel Solutions International USA and San Francisco-based Casto Travel – will test a white-label version of the chatbot with travelers, who will access the chatbot via Facebook Messenger. Travelers will use the chatbot for common service and support requests, such as changing an existing flight reservation. The chatbot will divert to a live travel agent if it is unable to fulfill a request. Throughout the test, Sabre and its partner travel agencies will evaluate travelers’ preferences for how often and when they engage the chatbot and when they are likely to divert to a live agent. The companies expect to gain a better understanding of the best way to engage travelers with chatbots and solve for some of the most common hurdles that many industries face when it comes to chatbots.

This is not Sabre’s first foray into chatbots. Sabre Hospitality Solutions is building a chatbot prototype that would allow travelers to shop, book and engage with hoteliers through the most common messaging platforms, such as Facebook Messenger, WhatsApp, Twitter and SMS text messaging, as well as voice assistants, such as Amazon’s Echo (Alexa), Microsoft’s Cortana, and Google Home. When ready, the company expects to test the prototype with some of its hotel customers.