Chatbots Take the Stress and Hassle Out of Air Travel

68% of airlines and 42% of airports are planning to adopt AI-driven chatbot services by 2020. – SITA

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How conversational bots are helping airlines soar higher than ever before

27%

reduction in operating costs with customer service automation.

30%

increase in customer engagement by leveraging popular social messaging platforms.

20%

increase in Net Promoter Score (NPS).

50%

reduction in flight check-in time.

KLM, an early adopter of chatbots, has leveraged the technology to increase customer interactions by 40% using Facebook Messenger. It estimates that 15% of online boarding passes are sent via Messenger today.

Mexican airline Volaris uses their airline concierge bot, Vale, to help passengers book flights. It also acts as an effective customer service and marketing tool because it is available 24/7 to answer flight-related questions.

Icelandair has a Facebook Messenger chatbot that allows passengers to book flights within their app. It simplifies the booking process by asking customers basic questions such as where and when they’d like to fly and for how long as opposed to making them fill out cumbersome forms and manually search for flights. It even asks if they would like a stopover.

How Kore.ai chatbots can provide differentiated, superior customer experiences across common touch points

Travel updates
Air travel is often affected by bad weather and other similar, hard-to-predict conditions. In such scenarios, airlines need to act swiftly to ensure their passengers have the information they need to weather the
storm and make, if necessary, alternate transportation or lodging plans. Help desk staff, in these instances, is often overwhelmed by sheer demand and an inability to get the correct information when they need it. Plus, passengers are usually forced to make their own plans, such as booking a new flight or hotel room, or are forced to spend time finding a service counter at an airport and waiting in line just to chat with yet another agent. Airline bots are set to change that. Our bots provide real-time flight status updates, such as potential delays and estimated departure times, making life easier for travelers and freeing up your help desk to handle more complex cases and help more travelers in need. Plus, customers can use our bots to more easily rebook flights and accommodations if needed.
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Loyalty programs
Travelers already have enough on their plate, such that they often forget to or decline to check frequent flyer information like mileage balance, loyalty tier and mileage accrual for a specific route when booking.
Chatbots can eliminate loyalty program headaches by automatically presenting travellers with the frequent flyer info they need at the time of booking as well as reminding customers to use their balance or rewards before it is too late. This helps travelers get the most out of your programs – increasing customer satisfaction and brand loyalty.
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Personalized customer experiences
Every customer is different. Some may be interested in loyalty programs, while others are focused on simply finding the best deal. Addressing these differing needs through traditional methods is a challenge for any
airline. Our chatbots can understand a users’ intent, behaviour and buying patterns to deliver a right-fit, right-time solution that is closely mapped to their unique travel needs. This allows your airline to provide each and every customer more meaningful, personalized engagements at a scale previously impossible.
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Special service requests
Chatbots can be used to collect requests and assist travelers with special needs. Our bots can, for example, handle requests for wheelchairs or ensure that an under age passenger is tagged as needing
your airlines unaccompanied minor services at the time of booking. Chatbots can also be used to handle requests to be assigned to a specific seat or receive a special meal based on dietary or religious needs. They can even be used to check for fares for other flights and to track lost or mishandled baggage.
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Reservation support
Booking a flight can be a hectic, tedious process for travellers. In addition to manually searching for flights and sorting through numerous details like airline, times, prices, fees, and more, customers are asked
to fill out multiple forms over and over again – all before they can even pay. Our chatbots make managing flight reservations fast, easy, and conversational – either through text or voice – in any preferred channel. Kore.ai chatbots are the new reservation assistant of choice for air travelers across the world because they make it easy to book and reschedule trips and provide helpful alerts whenever needed.
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Omnichannel experiences
Kore.ai provides an intelligent, omnichannel messaging API that allows you to reach over 30+ popular messaging channels. This allows you to offer instant, personalized support across all channels – including text,
email, mobile app, website, call center, and branch. With Kore,ai, you can choose which channels you want your bot to “live,” ensuring the right message is heard at the right time and place and that you are connected with new and existing travelers wherever they may be.
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How Kore.ai chatbots can transform your airline

See for yourself how our bots can help you increase efficiency and productivity while significantly improving customer travel experiences.

Make it easy to search for flights and provide, if desired, travel updates and alternative options.
Offer a seamless purchase and booking experience via simple text or speech .
Allow customers to check in for their flight through the channel of their choice.
Help customers quickly cancel and rebook their next flight.

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Check out these helpful resources or reach out so we can chat about how your business or organization can benefit from bots built on the Kore.ai Bots Platform.