The online tech trends and news media Trending Topics SEE featured Umni.bg in an article on the topic of technologies in tourism and the use of AI chatbots as one of the digital self-service tools that will help this industry recover faster from the pandemic. Industry-focused trained conversational AI is the key difference between the chatbots people were used to chatting with and failed the expectations and today’s smart digital assistance solutions.
Businesses in tourism and other industries begin realizing that AI chatbot and other travel tech is a long-term investment project which foundations need to be laid now, to have a well-developed working smart solution in a year from now. Start small now, but don’t delay the implementation, there is no catch-up. Conversational AI solutions are trained by each conversation with your customers, so every sentence counts.
Umni was featured in the blog of ABC Design & Communication with an interview about fewer know facts and information about chatbots by the business.
Just to highlight one of the messages our CEO Elitza Stoilova delivered:
The first and very important thing is that the chatbot is not a plug-and-play solution.
A good chatbot can start at a very basic level when users just click on the buttons in it, but this is the stage where feedback is collected on how users use it and what they are looking for to identify the future direction of the chatbot development.
Chatbots are long-term projects that require attention, analysis, and upgrades so that one day a business can have a fully-developed “smart” digital assistant. The chatbot itself provides feedback on customer behavior, which is important for making informed intelligent decisions.
For more on this and other topics, check the blog post here:
PARA – Professional Association of Robotics and Automation has published its 3rd annual review report from the series “Bulgarian success stories in robotics and automation” for successfully implemented projects in the country in 2020. We are happy to share that PARA included a project of Umni’s in its report, in the services automation section. The activity of our company was reflected with a case study for one of our successful chatbot projects for the international travel company TEZTour.
In 10 months of operation, the company’s chatbot exceeded expectations with the help of both customers and staff and the benefits for the business:
- Over 4,200 visitors
- Nearly 30,000 replies
- Over 1,100 successful applications
- Over 700 customers subscribed to news
- Saved: an average of 12 minutes per customer (over 850 operating hours)
Chatbot + conversational AI + live chat is the perfect combination for a company when it wants to provide customers with a successful digital self-service tool. With the new functionality in Umni’s platform – live chat module, available to our customers from February ’21, our company not only achieved another milestone in its offers but provides businesses with the opportunity to have a balanced, convenient, fast, and successful customer service.
The chatbot takes over that part of the service where the users can self-service on topics and tasks, predefined and accessible through navigation in the chatbot.
Conversational AI is turned on when the user asks a question. The more users ask the smarter and richer the conversational AI module becomes, and the more topics and questions it can handle without staff intervention, 24/7.
When the user has not found the information he is looking for or it is not available in the bot and in his AI module, or if there is a complex case in which a conversation with a business representative is necessary, then it is time to turn on and use the live chat module in the bot. After activating the live chat by the user, the bot sends a notification to the business about a customer waiting to be assisted by the staff in the chat. All communication with the client takes place through the chat in the Umni’s platform, where the staff can track all conversations with clients, turn on or off the live chat for a specific client, send text, images, and links, create their own “library” of ready answers for faster communication with customers and other settings.
The live chat module in Umni’s platform saves time and resources, it is fast and easy to use, and communicate through it brings satisfaction to both customers and staff.
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The two-days online conference “AI AND THE DIGITAL ECONOMY | Shaping Bulgaria’s Digital Future” was organized on the 27th and 28th of January by the Digital National Coalition, the Ministry of Foreign Affairs, and the Diplomatic Institute.
The final panel of the conference discussed the use of artificial intelligence in the key industries for Bulgaria, including travel and tourism.
Umni.bg was honored to share in a 10-minute speech about the need to use solutions based on artificial intelligence in tourism for both businesses in the industry and at the destination level.
Data collection, processing and use for management and marketing purposes, customer communication and feedback, personalization of the customer experience, and customer service tools were the focus of our speech.
Umni.bg is the only company in Bulgaria that gathers more than 20 years of practical experience in hospitality and tourism with the experience and practice in creating solutions using conversational AI in this industry, the Umni smart chatbots.
After the success of his first book “Startup in BG” about his path and challenges as an entrepreneur, the author Kaloyan Kirilov wrote a sequel – “Startup in BG – 2”, which collected the stories of 12 startups and scaleups and the views of their founders on various issues related with the creation and development of a company from an idea.
Chapter 10 is dedicated to Umni.bg, which is not only one of the youngest companies on the list, but also the only company with a female co-founder in the book.
We thank Kaloyan for the invitation to include Umni.bg in his second book. His new book is already in the bookstores, we wish him success!