Sabre creates AI-powered chatbot

Pilot explores how artificial intelligence can help agents
Travel technology provider Sabre Corporation says it is developing an AI-powered chatbot that leverages Microsoft’s intelligent and natural language services.
Microsoft Bot Framework and Microsoft Cognitive Services are a set of tools that companies can use to add intelligent and conversational features to their applications. Sabre will initially test the chatbot with two travel agencies and their clients.
“Travelers want technology to deliver a more seamless experience, especially when managing on-the-go changes and disruptions,” said Sabre’s Mark McSpadden, vice president for emerging technology and products.
“Together with Microsoft and our agency partners, we are exploring how AI and chatbots can provide travellers with the self-service solutions they want for routine requests while helping travel agencies provide personal service for more complex needs.”
One of the key challenges in human-computer interactions is computers’ ability to understand what people want and find relevant information that connects to their intentions.
So travel applications must recognise a plethora of unique terms and phrases, adding to apps’ complexity. Sabre says that Microsoft provides simple tools to build language models that allow any application or bot to understand commands and act accordingly.
Two Sabre-connected agencies – Dallas-based Travel Solutions International USA and San Francisco-based Casto Travel – will test a version of the chatbot with clients, who will access the chatbot via Facebook Messenger.
The clients will use the chatbot for common service and support requests, such as changing an existing flight reservation. But the chatbot will divert to a live agent if it is unable to fulfil a request.
TTG Nordic


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