Fliggy, the Alibaba Group’s online travel platform, has made noteworthy advancements in its artificial intelligence (AI) functionalities. The company reported that the average response time for customer inquiries in the transportation sector has decreased by 54.7%.
Fliggy’s CEO Zhuoran Zhuan stated:
“We envision a future where traditional online travel agencies may give way to omni-intelligent travel agents, which will offer smart and reliable travel services. In the travel industry, where supply and service fulfillment are crucial, enhancing supply chain quality and ensuring customer satisfaction will remain our priorities.”
“Nosotros envisionamos un futuro donde las agencias de viajes tradicionales pueden dar paso a agentes de viajes omni-inteligentes que ofrecerán servicios de viajes inteligentes y confiables. En la industria de viajes, donde la calidad de la cadena de suministro y la satisfacción del cliente son vitales, mejorar la calidad de la cadena de suministro y asegurar la satisfacción del cliente seguirán siendo nuestras prioridades.”
Applications of AI in Key Areas
Throughout 2024, Fliggy rolled out AI applications across various functions, including customer service and supply chain management. A notable addition to their platform is the AI Itinerary Assistant, empowered by DeepSeek-R1 and Alibaba Cloud’s key models, providing instant feedback for itinerary planning.
The Three Es of AI
Fliggy’s strategy is based on the Three Es of AI: Efficiency, Experience, and Ecosystem.
- AI for Efficiency: Achieving a 70% penetration rate in AI-assisted coding, enhancing operational efficiency.
- AI for Experience: Currently, 10% of customer queries are managed by AI, providing better service than human agents with a First Contact Resolution (FCR) rate 7 points higher.
- AI for Ecosystem: AI tools assist merchants with product management, drastically reducing the time to finalize tour itineraries from an hour to just 60 seconds.
Fliggy aims to implement additional AI functionalities to further improve quality and personalize user experience.
