Revolutionizing Airline Retailing Experience with Amadeus Nevio

Abstract

<p align="justify">Amadeus has introduced “Nevio,” an AI-powered technology designed to streamline airline retailing and enhance traveler satisfaction. Nevio recognizes returning customers, personalizes offers based on past searches and bookings, and enables seamless shopping and service recovery. In case of disruptions, it quickly provides alternative flights, hotels, and compensations like lounge access or discounted fares. By integrating data across touchpoints, Nevio delivers a unified, personalized experience. However, challenges include potential confusion between airline and OTA services, and the risk of high costs or lounge overcrowding from automated compensations. Airlines must set clear rules to ensure sustainable and effective customer support. <p align="justify">雅高/艾玛迪斯（Amadeus）推出了由人工智能驱动的技术“Nevio”，旨在简化航空公司零售流程并提升旅客满意度。Nevio 能够识别回头客，并根据其历史搜索和预订记录量身定制个性化方案，从而实现无缝购物和“服务恢复”（service recovery）。在航班发生延误或取消等异常情况时，该系统能迅速提供替代航班、酒店住宿以及贵宾室使用权或折扣机票等补偿方案。通过整合各个接触点的数据，Nevio 带来了统一且个性化的出行体验。然而，该系统也面临一些挑战，包括旅客可能会混淆航空公司服务与在线旅行社（OTA）服务，以及自动化补偿机制可能带来高昂成本或导致贵宾室拥挤。因此，航空公司必须制定明确的规则，以确保提供可持续且高效的客户支持。