Product Overview: Aeromexico’s Aerobot Chatbot
Aeromexico’s Aerobot is a pioneering AI-powered chatbot designed to revolutionize the customer service experience for travelers. Introduced in December 2016, Aerobot was the first airline chatbot in the Americas, marking a significant milestone in the integration of artificial intelligence in air travel.
Key Features and Functionality
1. Flight Information and Booking
Aerobot allows customers to search for flights, check schedules, and obtain pricing information by entering details such as origin, destination, and travel dates. Users can also complete transactions by being linked to Aeromexico’s mobile-friendly website.
2. Flight Status and Notifications
Customers can use Aerobot to check the status of their flights by entering the flight number or route and date. The chatbot also provides notifications for flight departures and arrivals.
3. Customer Support and FAQs
Aerobot is equipped to answer frequently asked questions regarding baggage allowances, travel documents, and other general inquiries related to air travel. It uses natural language processing to handle a wide range of questions posed in both Spanish and English.
4. Group Booking Feature
One of the standout features of Aerobot is its Chat Extension capability, which enables group booking. This feature allows multiple users to plan and book trips together within Facebook Messenger, eliminating the need for coordination via email or phone calls.
5. Integration with Messaging Platforms
Aerobot is available on Facebook Messenger and later expanded to WhatsApp’s Enterprise solution, allowing customers to interact with the airline through their preferred messaging platforms. This integration enhances the accessibility and convenience of customer service.
6. Automation and Efficiency
The chatbot has significantly reduced the average customer service resolution time from 16 minutes to just 2 minutes and achieved a 96% automation rate in customer service interactions. This automation streamlines the process, making it faster and more efficient for both customers and the airline.
7. Personalized Communication
Aerobot provides personalized and timely communication to customers throughout their travel planning and execution process. This includes purchase confirmations, flight notifications, and other relevant updates via WhatsApp and Facebook Messenger.
Development and Partnerships
Aerobot was developed in collaboration with Yalo, a leader in chatbot development, and IV.AI, which contributed to the AI and natural language processing capabilities. This partnership has enabled Aeromexico to leverage advanced AI technologies to enhance customer interactions.
Impact and Benefits
The introduction of Aerobot has transformed the customer service landscape for Aeromexico, offering a unique, frictionless, and simpler travel experience. By leveraging AI and chatbot technology, Aeromexico has improved service efficiency, reduced response times, and enhanced overall customer satisfaction. This innovative approach aligns with Aeromexico’s commitment to innovation and customer-centric service.