Qantas Automates Frequent Flyer Phones

Qantas Automates Frequent Flyer Phones

Qantas Frequent Flyer members may have noticed something different on the phone.

The Australian carrier has introduced a new customer service initiative using the latest speech recognition technology to manage telephone inquiries and reduce call waiting times.

The trial of Qantas Voice currently involves Frequent Flyer program members seeking points balances and booking domestic redemption seats during business hours.

Qantas Executive General Manager, Sales and Marketing, John Borghetti said the airline had followed closely the dramatic improvements in Natural Language Speech Recognition (NLSR) systems in recent years. He said the Qantas system had been developed specifically for the airline.

Frequent Flyers in Western Australia, South Australia and Tasmania will be introduced to the new technology, with the system being rolled out progressively over the next six months for Frequent Flyers in all states and territories.

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