Assisting Ryanair During Covid-19.
Cation Consulting’s Conversational AI, Parly, assisting Ryanair’s Customer Services during Covid-19.
Parly uses artificial intelligence to understand and respond to customer enquiries before they reach the contact centre
(01-April-2020) Dublin, Ireland Ryanair, Europe’s largest airline, has deployed Cation Consulting’s leading ‘conversational AI’ platform Parly, to automatically handle thousands of customer enquiries every day, and provide meaningful, instant responses to those enquiries before they reach any contact centre.
As part of the airlines Digital Transformation program, Ryanair has licensed Parly on a five- year term, and is committed to improving levels of customer service whilst remaining true to its core mission: delivering a great travel experience whilst keeping fares as low as possible. Within the context of this program, the adoption of Parly enables Ryanair customers to contact the airline through multiple channels, including live chat and social channels and get the answers they need without any delay. Through the adoption of ‘Natural Language Processing’ and Artificial Intelligence, Parly understands user requests in multiple languages and on the basis of that understanding delivers the right answer to the customer. “Ryanair partnered with Cation to deploy an innovative Conversational AI, which has proven to improve our customer’s experience.” Said Tracy Kennedy, Director of Customer Services Design at Ryanair. “The platform has proved to be transformative, beyond the capability of conventional technologies; effectively handling tens of thousands of customer queries every day during Covid-19. We look forward to continuing to extend the Parly solution to additional channels and services throughout the business”.
“At Cation we have a very simple focus: helping brands and their customers talk to each other.” said Gerry Mc Kenna, CEO at Cation Consulting. “In the modern world that can be surprisingly difficult, but our approach makes it happen. However Ryanair’s customers want to talk to them, they can do so using completely natural language, and get the answer they want.”
“Parly is an ever-evolving platform, growing the increasing capabilities of Machine Learning, which was born on Amazon Web Services (AWS)” said Alan Kiernan, Cation’s’ CTO, “Selecting AWS as our core technical platform allows us move incredibly quickly and offer compelling cutting-edge solutions to customers of all sizes. The ability to access services like Amazon SageMaker and Amazon Lex helps us to simplify machine learning and enables our developers to build and deploy models and applications in days rather than months”
Parly is an integrated platform delivering outstanding, natural, customer interactions with conversational AI. The platform delivers everything required for exceptional customer experience: -
Uses natural language processing to truly understand customer enquiries and respond appropriately
Learns over time as a member of the team, and can be corrected (and learn from the experience) by management
Seamlessly hands over to a human agent whenever necessary via a customer’s existing solutions or to Parly’s person to person AI assisted live chat solution.
Integrates with existing customer management systems and identity providers. Parly is used by organisations throughout the world to help deliver great customer experience without compromise and at reduced expense when compared with traditional contact centres.
Cation Consulting is supported by Enterprise Ireland and the National Digital Research Centre (NDRC). Jennifer Melia, Divisional Manager, High Potential StartUps, Enterprise Ireland said: “Cation Consulting is an excellent example of an innovative High Potential Start-Up company with global ambition demonstrated through its Parly software platform which facilitates immediate responses to customer enquiries. Improving the customer experience is a key focus across a range of industries including the travel and travel tech sectors, and there is a keen interest in utilising AI and machine learning for responsive and effective communications with customers. This deal is a great boost for Cation Consulting and Enterprise Ireland looks forward to working with the company as it grows and expands in the future.”
Read the case study here.
For more information, contact info@parly.ai