First Published on 18th May, 2017
Chabots, essentially an autonomous program designed to interact with users, are gradually gaining prominence.
So how are chatbots delivering when it comes to one-to-one personalised interactions? Specialists, with expertise in airlines-specific domain, point out that chatbots have moved on from limited utility or benefits to digitization of customer service, as well as encompassing one-click transactions. “No reason why chatbot can’t take an order for a meal in an aircraft, or convey whether the flight is going to be on time or not etc.,” says Jonathan Newman, commercial director at Barcelona-based Caravelo.
Airlines are exploring various aspects as the utility of chatbots comes to the fore:
- What all can be done by chatbots and the level of efficacy? What’s the success and error rate?
- If a 3rd party platform is involved, for instance, Facebook, then how to deal with data ownership?
- How bot training is progressing?
- How to work with an airline’s marketing department for content, tone of voice etc.?
- Cost control
- Utility and KPIs
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