Ziv Baum

How CWT used AI to provide white-glove level of service

Despite the hype, AI-based chatbots are still not there... at Carlson Wagonlit Travel (CWT), the world's leading travel management company with over $30B of travel sold annually, deploying a service solely based on NLP and AI to respond to our travelers' needs simply doesn't cut it. CWT prides itself on the high touch customer service it provides to help its millions of travelers navigate through the not-always-pleasant task of business travel. The challenge? How to provide the same high touch service while leveraging new technologies and in particular, conversational interfaces. The solution? A hybrid between chatbot and a human, automating some tasks, but also deploying AI to deflect conversations to humans. The result? High level of satisfaction and improved human agent efficiency. During his talk, Ziv will discuss the challenge, solution, and results in more detail as well as demo CWT’s hybrid approach.

Ziv Baum is a Director of Product in Carlson Wagonlit Travel's Digital team, where he and his team are building products to help travelers through their entire business trip journey. Before joining CWT, Ziv was an entrepreneur and also worked for SAP and Qualcomm. He holds an MBA from Carnegie Mellon's Tepper School of Business and a BSc. from the Technion.

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