Virgin America Deploys Voice Self-Service

Virgin America Deploys Voice Self-Service

“I am putting myself to the fullest possible use, which is all I think that any conscious entity can ever hope to do,” so said HAL in 2001: A Space Odyssey.

It’s now 2007, and Virgin America is deploying a speech-enabled system through TuVox to serve the airline’s frequent flyers. TuVox handles all incoming customer calls for the airline from automated flight information, booking assistance, frequent traveler information and general information about Virgin America. A joint press release states, “Later phases of the application will include management of eleVAte frequent flyer information, baggage tracking and other services designed to provide Virgin America customers with more options and greater efficiency in managing their travel experience and relationship with Virgin America.” Current TuVox customers include American Airlines and British Airways.

HAL: “… this conversation can serve no purpose anymore. Goodbye.”

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