FLIGHT CENTRE TRAVEL GROUP USES A.I. TO COMBAT FAKE REVIEWS

The Flight Centre Travel Group has announced it will be implementing AI software from CodeGen to combat false reviews of hotels and destinations.

As the travel sector continues its recovery from the heavy impact of the COVID-19 pandemic, Australia-headquartered Flight Centre Travel Group has chosen CodeGen’s Review Spotter, branded as “Wingman”, to enable its retail agents to provide and browse valuable insights of hotels, destinations and activities.

The Flight Centre Travel Group which is publicly-listed in Australia and operates in 23 countries, has rolled out the Review Spotter to 4,000 agents worldwide.

The Flight Centre Travel Group says it seeks to provide its agents with a quick and cost-effective way to share their experiences of the hotels and destinations in their portfolio. By having access to this knowledge, its staff can leverage the insights from the real-life experiences of their fellow agents to better inform their customers. 

Jason Hartley, Flight Centre Travel Group Programme General Manager, said: “Our agents were finding that online reviews weren’t particularly reliable. So we wanted to provide peer-to-peer recommendations that they could use to advise travellers on the best places to visit. Now, with Wingman our staff have the information they need at their fingertips and the peace of mind that they can trust it. It also means that with this global shared knowledge base, we have an efficient way for our agents to browse reliable feedback and feel confident recommending places they may not have visited personally.”

Review Spotter includes a natural language search function and feedback is semantically analysed so that thousands of reviews can be searched quickly and retrieved by category such as “food”, “service”, “location”, or “facilities”. 

Agents can search the reviews they need either via a secured access to the platform or in their integrated TravelBox desktop.

Mark Melzack, Head of Sales at CodeGen said: “We are proud to have extended our partnership with Flight Centre Travel Group and to launch this initiative with them. With Review Spotter, Flight Centre Travel Group agents have a powerful tool to help them provide a better service to their customers. Initial response to the platform has been extremely positive and we look forward to seeing some tangible benefits in the very near future.”

Hartley says the Flight Centre Travel Group will continue to work in partnership with CodeGen to explore further applications for its range of artificial intelligence driven innovations for the travel sector.

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