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Enhancing Passenger Experience: A Chatbot Implementation in the Airlines Industry
Modern Chatbot Solution
Airline Industry
Challenge
- Huge volume of user travel queries from different channels such as calls, emails and webchats.
- Unable to provide personalized customer experience.
- Older technology stacks.
- Lack of innovation.
Solution
- Designed and implemented a Dialogflow chatbot on web and social platforms.
- Solution features included live chat, real-time reporting and resource matching.
- Implemented personalized chat responses based on the user context, booking or travel status.
- Seamless integration with various channels.
Benefits
- Offers enhanced inbound and outbound engagement, thereby growing brand loyalty and improving customer satisfaction.
- Increased agent efficiency and collaboration among the teams.
- Serviced 85,000 questions weekly.
- Business benefited with better predictions from real time analytics and reporting.