ThisisTravel focuses on improving customer satisfaction

In order to offer search results with extremely high relevance, Associated New Media (ANM) has chosen the Site Search and Sentiment Analysis capabilities of FAST Enterprise Search Platform (FAST ESP) for its online travel site, ThisisTravel.co.uk.

Published: 06 Jul 2005

In order to offer search results with extremely high relevance, Associated New Media (ANM) has chosen the Site Search and Sentiment Analysis capabilities of FAST Enterprise Search Platform (FAST ESP) for its online travel site, ThisisTravel.co.uk.

Fast Search & Transfer (FAST) said ANM was on look-out for solutions for search and contextual navigation, and sentiment analysis. FAST offered its client a single enterprise search solution that “surpassed the site search functionality of its previous search solution and competing solutions, as well as replacing manual hotel reviews with automatic sentiment analysis.”

With this tie-up, ANM says its customers now have instant access to thousands of hotel reviews from fellow travelers, aggregated from many different sources, providing them with the insight they need to make well-informed travel decisions.

Alex Saint, publisher, ThisisTravel says the new solution results in improve customer experience through guided navigation and sentiment analysis capabilities. “FAST has strengthened ThisisTravel’s position as the UK’s one-stop destination for travel planning worldwide,” said Saint.

As per the information available, with FAST’s automatic sentiment analysis capabilities, ThisisTravel users have the ability to view a numeric sentiment analysis of hotels based on the large number of reviews written by travelers who have visited those properties. “By viewing sentiment of the information in past reviews based on a scale of 1-10, users are now able to make faster and more efficient travel decisions that meet their specific needs,” says the company.

John M. Lervik, chief executive officer, FAST says his company is the only enterprise search vendor that has the flexibility and scalability to grow with them as they continue to be a leader in online travel planning. By enabling ThisisTravel site to offer its users new search functionality that offers a cleaner, faster and more relevant search experience, the solution results in a higher level of customer satisfaction.

Lervik says the solution will enable customers to effectively find their travel destination of choice, and consequently also increases ANM’s revenues.

On the development, ANM stated that apart from enhancing the online user experience, ThisisTravel needed to crawl numerous travel sites and extract specific information on thousands of properties, then add this to the search experience. ANM wanted to add value to more than 130,000 independent hotel reviews by automatically analyzing the sentiment of each review – be it positive, negative, or neutral – and displaying a summary of these results to the user, states a release.

Based on FAST ESP, FAST’s Site Search solutions enables companies to simultaneously support general search and/or multiple specialized search functions.

“The solutions can be rapidly implemented with little or no impact on the enterprise’s current systems. They are meticulously designed for highly efficient operation on low-cost, high-performance commodity servers, work cooperatively with existing infrastructures, and are built to accommodate three-dimensional growth. This ensures that organizations experience the same high level of performance out of every server that gets added to the platform, with no fade-off as numbers grow,” states the company.

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