Alpitour World Selects IBM Hybrid Cloud And AI Capabilities For a More Personalized Customer Experience

IBM and Italy’s leading  travel company, Alpitour Group,  announced that it has selected IBM Watson, enabled by hybrid cloud solutions, to modernize existing customer-oriented digital applications and help accelerate the development of new ones to promote a more user-friendly, personalized experience for its clients.

With its five divisions – Tour Operating, Aviation, Hotel Management, Incoming and Travel Agencies – Alpitour Group provides vacation services to millions of travelers worldwide and works with thousands of travel agencies. It has a mission to meet the growing expectations of travelers looking to make the most out of their journey, while also addressing the complex challenges of the sector like the ebb and flow of the travel seasons and the current pandemic.

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As part of the solution, Alpitour Group is working with IBM Services to use natural language processing (NLP) solutions from IBM Watson to help develop applications to design and provide more personalized, simpler booking experiences. Using IBM Watson products including Watson Discovery and Watson Natural Language Understanding on IBM Cloud, the solution is aimed to extract the subject and text of each email to help recognize the type of request, capture the main information and classify its content.

With more than two million messages being received by Alpitor annually, the AI solution is expected to process an estimated 80% of those, thereby enabling their employees to focus on effectiveness and efficiency in their responses, with the most complex and priority requests addressed with greater precision and speed. The alliance between AI and IT infrastructure, could help produce a real leap in the delivery of digital services.

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“We manage enviable information assets and thanks to the exponential technological enhancements of the last years, the right time has come to draw value from this information,” said Fabio Olgiati, head of AI & Automation competence center of the Alpitour Group. “Dominating the information and no longer being only observers, is a challenging goal that absorbs our full energy. The application of the right AI models in the mail channel, will not only bring added value but it will be the enabling challenge to obtain the complete technological mastery, in order to space on future new channels.”

“Today, companies in all industries operate in an experience-first world, where you can get immense value from data if your confidence in technology and the flexibility that comes with it remain at the core,” said Stefano Rebattoni, Vice President Enterprise Sales at IBM Italy.  “It is with these principles that we continue after more than 10 years to help accompany Alpitour in its innovation process, integrating AI functionality, enabled by Red Hat Openshift platform and enhanced by our infrastructure and business experience to help address current and future challenges in a major sector for our country.”

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