Have you met Scout yet?

It’s been a little over one month since we launched our intelligent virtual assistant, CTM Scout, in North America. While it might feel like chatbots are almost everywhere now, not all are created equal.

Read on to learn what sets Scout apart from the crowd, what plans CTM has in store for Scout’s evolution and how this tool can do more than just chat with you.

Say Hello to Scout

Living within CTM Portal, Scout is CTM’s proprietary virtual assistant that harnesses the power of artificial intelligence, machine learning, and automation to provide fast, efficient service for our customers. Unlike other bots, Scout integrates multiple travel systems into a single channel to complete a range of common travel requests and queries in just a few seconds.

Scout is customized to best serve travelers withing each market where CTM operates. In North America, Scout’s initial functions are aimed at supporting customers with fast, easy access to complete tasks such as cancelling bookings, confirming booked travel, checking flight status, and answering common travel questions like visa requirements.

No matter where you made your reservation, Scout can cancel domestic and international travel plans instantly. Other chat bots can slow you down with decision trees and queues to get to an agent, but Scout is made for action; quickly and efficiently getting you what you need in 30 seconds or less. That’s because Scout is deeply integrated with other travel systems, enabling it to simplify complex actions for customers.

Scout isn’t designed to have generative conversations with customers, offer advice or source answers from the internet that can be misleading, as some other public chatbots do. Scout is a CTM-only developed and trained tool, that does not share nor source data externally, adhering to strict global data protection protocols. It’s not meant to replace the experience and expertise our travel advisors are known for either, but instead handle mundane tasks that don’t need a human touch. By automating simple tasks, Scout frees up time for travel advisors to focus their energy where it counts – with our customers.

What's next for Scout?

Following our 5 core innovation pillars that guide CTM’s technology strategy, Scout will evolve to better drive simplicity, speed, savings, safety and sustainability for our clients.

This spring, Scout will be available within the CTM Mobile app, so it can assist you from the palm of your hand, 24/7. Soon to follow, you’ll be able to chat with a travel advisor within Scout, rather than from a separate chat window. Scout will simplify communication channels for our customers, making it faster and easier to access a travel professional when you need them.