The tourism business is a world of vivid impressions and... a continuous flow of communications. Calls from clients with questions about tours, visas, hotels, changes in bookings, urgent inquiries are the everyday routine of any travel agency or travel company. In this maelstrom, it is easy to lose control of managers, not notice the opportunity for an additional sale, or not fully understand the reason for the customer's dissatisfaction. Do you know the feeling that you don't have time to control the quality of consultations, and potential sales go to competitors?

The Kazakh AI company AICA, a participant in the Astana Hub programs, offers a solution designed specifically to take control and improve an important channel of communication between travel agencies and customers – phone calls and conversations.

The pain of the travel business: What is hidden in the calls?

Travel agencies and agencies face specific challenges on a daily basis:

1. Lost sales and missed pre-sales: Managers "drain" potential clients with poor advice and indifference. Managers often work as an information desk, unable to manage sales, work out objections, and offer additional services. Was the client interested in an expensive tour, but the conversation "didn't put the squeeze on"? These points are difficult to track manually.

2. Unstable quality of consultations: One manager knows the directions brilliantly and sells, the other is confused about the details of visa requirements or early booking conditions. How to ensure a single high standard?

3. Risk of critical errors: In a huge flow of information, calls, and messages, mistakes by a manager in a telephone consultation can cost a client a vacation, and the agency money and reputation.

4. Complaints and negativity: With manual control, complaints and negativity from customers are missed, and employees do not communicate problems to management by hiding them. Automatic call analysis identifies all customer problems and complaints, showing management the real state of affairs and the level of managers' work.

5. High costs of training and supervision: Listening to calls to evaluate managers and identify growth areas takes up a lot of managers' time.

6. Working with mixed speech: Clients often use a mixture of Russian and Kazakh, which complicates the analysis for standard systems and foreign services.

AICA: An intelligent assistant for the development of the tourism industry

AICA is not just a call analysis service. It is a tool tailored to the needs of businesses, including tourism. Developed in Kazakhstan and as a participant in the Astana Hub programs, the AICA service understands the specifics of the local market, including the analysis of mixed speech.

How does AICA help travel agencies?

1. 100% Call Analysis: Forget about selective wiretapping. AICA analyzes every conversation with the client.

- Transcription: All calls are translated into text.

- Intelligent analysis: ai (LLM models) determines the topics of conversation (client requests, visa questions, complaints, reservation changes, etc.), the mood of the client and manager, compliance with sales scripts and consultation standards.

2. Increased sales and average receipts:

- Identification of missed opportunities: System it will show where the managers did not offer additional services (insurance, transfer, excursions) or did not work out objections.

- Analysis of successful techniques: Find out which phrases and approaches of your best managers lead to the sale of tours.

3. Quality control and standards:

- Evaluation of managers' work: Automatic and objective assessment of consultations according to the specified criteria (completeness of information, courtesy, accuracy of data on the tour / visa / hotel).

- Compliance with regulations: Monitoring whether managers provide mandatory information (contract terms, cancellation rules, etc.).

4. Understanding the customer and the market:

- Query analysis: Find out which destinations, hotels, and types of vacations are most in demand, and which questions are asked most often.

- Identification of problem areas: Quickly find the reasons for complaints (problems with the transfer, dissatisfaction with the hotel, flight delay) in order to respond promptly and improve the service.

5. Optimization of work and training:

- Summary reports and dashboards: A visual picture of the effectiveness of a call center or sales department.

- Spot recommendations: The system will prompt you, give you recommendations on how to improve your work and on which topics additional training is required.

The main AICA processes are:

1. Data collection: Recordings of conversations from your CRM or PBX.

2. Processing: STT services translate speech into text.

3. AI analysis: LLM models evaluate every conversation.

4. Reports and recommendations: General analysis, estimates, insights for your tourism business.

5. Process improvement: Formation of specific actions for sales growth and service quality.

Investing in the efficiency of your travel agency

The cost of the service starts from 6.5 tenge per minute of conversation (the exact price is calculated individually). Imagine if your agency handles 10,000 calls per month with an average duration of 3 minutes, then a full analysis of all communications will cost only 200 thousand tenge per month. It's an investment that pays off by:

·       Conversion growth from call to booking and sales.

·       Increasing the average the receipt for the additional sale.

·       Increase the loyalty of tourists and repeat requests.

·       Reduce the cost of manual control.

·       Reducing the risks due to the mistakes of managers.

Flexible implementation options:

AICA offers both cloud solutions (WEB services, API) and on-premise installation for maximum data security. The most popular is SaaS subscription connection, where the payment depends on the amount of data processed.

The real case is that the introduction of AICA in the client's call center, where about 20,000 calls are made every month (albeit not from the travel industry, but indicative) has led to a 30% increase in operator efficiency and a 20% increase in requests for paid services due to automated analysis and process optimization. Imagine a similar effect for your agency!

Are you ready to take your travel agency to a new level?

Find out how AICA can help you listen to every customer, improve the efficiency of managers, and increase the profits of your travel business.

Go to the website to view and receive contacts: https://aica.kz/speech_analytics_for_call