Case Studies

Improving Passengers’ Experiences with Coeus

How a Digital Person can be your Airport Ambassador

Easing Information Access for Passengers and Agents

Improving Passenger Experiences with Coeus

You’re late for a flight and need to know the fastest TSA checkpoint. You’re at the gate and realize you don’t have a phone charger packed. Where is the closest place to buy one? Your flight has just been delayed and you’re hungry. What are the food options near your gate? You don’t want to stand in line to ask questions or directions. This information should be as close as your mobile device. This is where Coeus comes in.

Airports, like any other business, must meet the ever-growing demands of today’s consumers. Consumers feel time-pressured to get more done in less time. Allowing customers the ability to quickly find answers, resolve issues, or complete a transaction are requirements for customer satisfaction in 2022. Businesses face a surge of consumers wanting 24×7 access to information without the need to wait on an agent to assist them.

As customers are less restricted by channels, organizations must follow suit. Supporting increasingly fluid and hybrid customer experiences will require more flexibility in terms of managing technology and human resources. Organizations will shift from focusing on customer experiences across channels to focusing on effectively serving customer needs across three interaction modes: self-service, automated, and person-to-person. 

Coeus combines a customizable, easy-to-use interface with AI to provide the experience your customers demand.

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How a Digital Person can be your Airport Ambassador

The integration with Soul Machines will provide our customers the ability to use our virtual assistant in a new way. We already offer voice and text via your website on any device. Now we have added the ability for a “face-to-face” conversation with the virtual assistant. The Soul Machines person allows for the assistant to detect the customers’ mood and react accordingly.

The Soul Machine digital person interfaced to the AI virtual assistant will use Coeus attributes, such as the orchestrator and specific interfaces with IBM’s Watson Assistant and Watson Discovery. Since Coeus is already set to handle multi-lingual conversations, customers can take advantage of the 12 languages currently available with Soul Machines digital persons.

Easing Information Access for Passengers and Agents

Coeus is an artificial intelligence-based assistant that provides your business with intelligent answers for passengers, visitors, and customer service representatives. Built on a proven framework, Coeus automates routine to complex inquiries for direct access from your customers. Coeus integrates with your business systems and knowledge bases to provide in-depth and consistent responses using natural language, allowing interactions based on your users’ preferences and devices. Using AI, Coeus learns over time to provide a rich customer experience while reducing operational costs and expanding safe, virtual interaction with all customer-focused aspects of your airport.

Coeus will comb the information across data sources and provide it back in one seamless response. The ease of use of our user-friendly interface and multi-system access via one inquiry makes training new agents faster, resulting in less training time and faster hire-to-productive use for agents. Through interaction with your call center and customer service agents, Coeus will:

  • Reduce training time for new agents
  • Decrease call times leading to shorter wait times
  • Orchestrate the use of existing systems
  • Provide a solution in as little as 6 weeks

Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online. By using AI, Coeus can access more of your knowledge content in a rapid way to quickly return that information to your customers in easily understood wording in their own language.

Click here to learn more about Coeus or contact a DFS representation directly to discuss how we can assist you.

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Learn more About Coeus AI Assistant

Coeus is an AI-enhanced virtual assistant that handles routine to complex inquiries for your customers, business partners, employees, and call center agents. Those questions that require a greater level of nuance and insight can still be escalated to the right people in your organization. Coeus integrates with your business systems and knowledge repositories to provide in-depth and consistent responses using natural language, allowing interactions based on your users’ preferences and devices. Coeus provides a rich customer experience while reducing operational costs and expanding safe, virtual interaction with your business.

Coeus AI Assistant

Learn more About Soul Machines

Soul Machines, founded in 2016 by serial tech entrepreneur Greg Cross and Academy Award winner Mark Sagar, creates astonishingly life-like Digital People using their Human OS Platform and Digital Brain technology. These AI powered 3D Digital People have the ability to move their bodies, gesture, be aware of, and interact with on-screen content allowing brands to enhance customer engagement by delivering highly personalized, engaging, and empathetic experiences, all in real time, while expanding to a global audience. They add a uniquely immersive element to human interaction which can elevate customer experiences in the metaverse and all digital worlds.

The company brings digital workforces to life for some of the biggest brands in the world as they imagine and innovate the future of brand interaction and personal customer experience in the way they do business. Focused on creating the future of Customer Experience, Soul Machines digital people deliver highly personalized brand experiences for global brands including NESTLÉ® TOLL HOUSE®, P&G, Twitch, The World Health Organization, The Pan American Health Organization, and more.

Digital People offers the most personable and scalable consumer experiences as AI gets stronger and smarter with each interaction.