Gondwana launches AI consultant

Gondwana Collection Namibia has launched the Gondwana Electronic Customer Care Operative (GECCO), their new AI-powered customer care consultant.

It was developed in response to the growing volume of customer messages received and aims to provide prompt and accurate answers to clients’ questions, thereby improving overall customer service levels.

"As a state-of-the-art artificial intelligence (AI) consultant, GECCO is constantly learning and evolving to provide reliable information. While it may not be perfect in answering subjective questions, it sources factual data from our grounding software and database."

GECCO was designed primarily to answer Gondwana-related queries with over 95% accuracy, the travel company said.

Problem solving

However, it can also provide information about Namibia, with slightly less accuracy.

"Our team continually works to enhance GECCO’s performance in this area."

According to Gondwana, GECCO is capable of communicating in multiple languages, including English, Afrikaans, German, French and Italian, to better assist their diverse clientele.

In instances where GECCO cannot answer a question or if a potential problem arises, their decision-making software will promptly redirect the conversation to a human consultant.

"To accommodate this, we have included a 'Connect to Consultant' button at the bottom of every response from GECCO. By clicking this button, clients can easily connect with a Gondwana consultant."

Gondwana added: "We are committed to providing exceptional customer service and believe that GECCO will play a significant role in enhancing our clients' experiences. We welcome any feedback as we continue to refine and develop this innovative AI consultant."

Here to help

It can provide personalised recommendations based on customer preferences and interests, ensuring that their travel experience is tailored to their needs.

GECCO is also integrated with the various Gondwana booking systems, providing travellers with real-time information on availability and rates. This integration ensures that customers receive accurate and up-to-date information, allowing for more informed decision-making.