Let’s put an end to air traveler frustration.
Images of chaos like this airport scene are a common occurrence when a deviation from normal operations strains or overwhelms airline personnel.
Deep self service is equipping airline passengers to do what an airport agent can do. While web pages or apps are great for consuming information they are not an ideal user interface for dynamically exploring options. Changing just one element of a travel itinerary, for example, requires selecting it on the page, then submitting it to get the updated results. Another change, another submit.
If an airline wishes to discuss options with passengers then there can be a lengthy hold or return call gap before the call center is able to engage with a passenger.
Last week we powered up Aeromeo (air Romeo), our prototype artificial intelligence engine designed to help air travelers help themselves through the smartphone conversation UIs they already use.
With Aeromeo, a natural language discussion with a chatbot replaces tap and click UIs, phone or long a wait for your turn with an airport agent.
Using natural language, a customer can start a chatbot support conversation right from familiar tools such as Facebook Messenger, Slack, WhatsApp and even smartphone assistants like Siri and company. An airline app could also have a similar conversational capability.
AI can handle thousands of simultaneous customer conversations and each conversation is contextually relevant, i.e., connecting to an airline’s systems enables the conversation to be relevant to the circumstances of each customer.
Imagine most of the passengers in the photo above off on their own working with a chatbot to rebook themselves, get hotel and meal vouchers or learn what options are available to them. 24/7 global self-service at the fingertips (literally) of every traveler.
Conversation works both ways too; airlines can initiate thousands of hyper-relevant, individual conversations with customers.
The Atlanta airport power outage and several high profile reservations systems glitches left thousands of air travelers cut off from information. Our intelligence layer can help by providing basic information to customers if back-end systems become unavailable for some reason.
Deep self-service improves your customers’ experience, reduces your staff’s workload, and provides you with a window into how customers are engaging with and experiencing your brand.
Your customers want self-service. Let’s help them help themselves. Next step: contact us.