Sabre creates an AI-powered chatbot using

Sabre creates an AI-powered chatbot using

Microsoft’s intelligent and natural language services

Singapore – July 13, 2017 – 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. Sabre will
initially test the chatbot with two travel agencies and the travelers they
serve.

“Travelers want technology to deliver a more
seamless experience, especially when managing on-the-go changes and
disruptions,” said Mark McSpadden, vice president – emerging technology and
products of Sabre Corporation. “Together with Microsoft and our agency
partners, we are exploring how AI and chatbots can provide travelers with the
self-service solutions they want for routine requests while helping travel
agencies provide personal service for more complex needs.”

In developing the chatbot, Sabre is leveraging
Microsoft Bot Framework and a selection of Microsoft Cognitive Services,
including Language Understanding Intelligent Service (LUIS).

One of the key challenges in human-computer
interactions is the ability of computers to understand what people want and
find relevant information that connects to their intent. Travel applications
must recognize a plethora of unique terms and phrases, which adds complexity
for industry applications. LUIS provides simple tools to build language models
that allow any application or bot to understand commands and act accordingly.

“Intelligent technologies, like chatbots, are
augmenting the way companies are able to interact with their customers,” said
Lili Cheng, corporate vice president, AI and Research at Microsoft. “Sabre’s
chatbot is another great example of how AI can be applied to help extend
business capabilities and improve satisfaction of travelers.”

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.

“Travelers are eager to find ways to save time
when handling travel logistics,” noted Claire LeBuhn, vice president, support
services at TSI USA. “TSI is committed to evaluating new touchpoints and
communication channels to better serve our corporate customers and their busy
employees. We are also interested to explore emerging technologies that can
help us improve the efficiency and satisfaction of our travel agents. By
handling frequently-asked basic support requests, the bot will free up our
agents to focus on more complex, value-added interactions with travelers. We
look forward to testing the chatbot and gaining a better understanding of how
it can drive value for our corporate customers and for TSI.”

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.

Sabre Corporation is
the leading technology provider to the global travel industry. Sabre’s
software, data, mobile and distribution solutions are used by hundreds of
airlines and thousands of hotel properties to manage critical operations,
including passenger and guest reservations, revenue management, flight, network
and crew management. Sabre also operates a leading global travel marketplace,
which processes more than US$120 billion of global travel spend annually by
connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA,
Sabre serves customers in more than 160 countries around the world.