ICM Hub

Conversational AI for airline passenger service.

Industry: Artificial Intelligence | Location: New York, United States

About ICM Hub

ICM Hub builds conversational artificial intelligence for airlines and airports. Its software automates passenger enquiries before departure, during a flight and after arrival, allowing service teams to concentrate on situations that require human attention. The product combines chat and voice interfaces with airline information so that travellers can obtain relevant answers through an automated interaction. It also supports airline commercial objectives, including the sale of additional services.

The company describes its tools as a way to manage rising contact volumes without expanding every support process at the same rate. Operational features include connecting agents to company documents, extracting useful topics from conversations and tracking service performance against business targets. Airlines can adapt the experience to their own branding and customer journey.

ICM Hub has collaborated with Thales on locally hosted conversational services aboard aircraft. Its work also includes supporting travel agents handling Lufthansa ticketing enquiries. The business is headquartered in New York, United States. Alexander Tange is its co-founder and chief executive, representing the company in discussions about how conversational systems can support passenger service in the cabin as well as on the ground.

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