Leveraging Intelligent Customer Service Systems to Personalize Brand Experience

I receive flight options with times and prices curated from my previous travel behavior. No phone, email or search bar necessary; I'm using the text-based service Operator, an artificial intelligence (AI) platform that pairs customers with a personal concierge to help with tracking down hard-to-find products. "I need an affordable flight from New York to San Francisco anytime next week," I tell the Operator. "Would you like a direct flight that leaves in the AM from JFK and an aisle seat?" the Operator responds. Either AM or PM is fine."