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Ctrip's "virtual team managers" assist every one in 10 travelers

Update: 2018-03-14

China’s largest online travel company reports that one in 10 independent travelers used its virtual team managers, or VTM, which operates as a virtual tour guide for users, in more than 150 countries and 800 destinations across the globe.

VTM allows travelers to ask questions via Ctrip’s app or WeChat interface to customer service representative and local tour guides.

Through the VTM SOS service, customer service reps respond within two minutes to requests ranging from lost item inquiries to updates on emergencies such as earthquakes. More than 8,000 guides support VTM to recommend attractions and provide travel tips.


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