Airlines Use Chatbots to Automate Customer Service as Requests Soar

After becoming one of the trendiest words of the past year, chatbots are predicted to disrupt the travel industry and set a new standard in the mobile booking arena. As the mobile-booking share is flourishing – to become 70 percent of all digital booking by 2019 – users are drawn to chatbots, an available and personalized shopping tool. Besides, a good chatbot can help users reduce long hours of indecisive search. IntelliTicks is one of the upcoming chatbot platforms and employed by travel firms in engaging with visitors and answering their queries. IntelliTicks Chatbot platform is available 24/7 and can answer the basic customer queries without the need for human agents.

” or “Send me flights to Boston for this weekend.” The Hipmunk will respond with recommendations that it has pulled from various airline, hotel, or other travel sites. The company, which now has a team of over 50, was co-founded by Reddit Co-Founder Steve Hoffman. A customer service crisis that has swept the aviation world reached a boiling point in the US in April, when the Department of Transportation recorded 25,000 complaints, a level 15 times above the norm. As COVID-19 spread around the globe, airlines were forced to cancel flights on a massive scale. Would-be travelers needed information and customer service on a level heretofore unseen. One example is the Mezi AI chatbot, recently acquired by American Express.

The Benefits of Building Travel Chatbots

Travel chatbots offer a multitude of benefits for both travelers and businesses. They provide instant support, streamline booking and planning, deliver real-time updates, and enhance customer satisfaction. Businesses save time and resources through task automation, and the potential for upselling generates increased revenue. Multi-platform engagement, data insights, and post-trip feedback contribute to a seamless travel experience. With scalability for high-demand periods, chatbots have become integral to modern travel. Travelers receive immediate and relevant recommendations without conducting long surveys.

Hiring human resources to interact with the website visitors is an expensive exercise in itself when the Chatbots can do the same at a fraction of the cost of hiring human agents. In the long run, AI might improve customer experiences more than it degrades them. As airlines build smarter and smoother chatbots, they may free up their dwindling labor force to deal with the smaller percentage of more complicated requests. If chatbots are already capable of so much, why couldn’t they help us deal with a canceled flight or a lost bag?

Support For the Full Booking Journey

In the tour and activity space, chatbots can also drive more direct bookings. Ever since the introduction of ChatGPT in November 2022, the travel industry has been racing to uncover its potential in travel planning and online booking. In addition to offering an English language service to customers, Astra Tech has said that its GPT will be the first to also work in Arabic.

If the customer doesn’t like the suggested outfit, the chatbot will suggest a different one. If the customer does like the outfit, the chatbot will provide the total price for all the items. In 2017, Sephora was one of the first brands to jump on the chatbot train through Kik. You can browse products, book appointments, and even virtually try on makeup with AR magic, all thanks to your virtual beauty coach.

New Technology Trends in the Hospitality Industry (

Chatbots are a new-age interface that can help you interact with your customers. But with ChatGPT’s remarkable human-like and personalized interactions, it sets the bar high for delivering lightning-fast responses and providing customers with the utmost information. “Intuitive UX and great customer service! We received great and consistent support throughout the bot building process. Building the bot was easy thanks to the great back-end UX.” IntelliTicks Chatbot platform is a hybrid one that enables the human agents to take over the conversation in case the Bot can’t understand the customer query. Other than missing a flight itself, losing luggage is one of most passengers’ biggest concerns when traveling. And the process of retrieving it again is almost always just as problematic.

By 1964, the system could process some 7,000 bookings an hour, at a time when ticketing agents working manually could process one or two. In just a few years, Expedia’s chatbot technology has fueled over 29 million virtual conversations, saving more than eight million hours in agent time. Not only has the chatbot freed up Expedia’s customer service agents, but has also helped guests solve problems quicker and on their own time.

According to Expedia, travelers visit 38 sites on average while planning a trip. The plethora of travel search journeys begins with googling and ends with online travel agencies and TripAdvisor. While this problem can be solved more conventionally by unifying user experience within a single platform, it has yielded a great opportunity. To avoid tiresome planning and simplify booking process, we can use chatbots – mobile user-friendly personal assistants with analytical and predictive capabilities. Engati’s advanced features enable your travel chatbot to interact efficiently with customers.

• Vehicle hire companies can use chatbots to answer common questions or facilitate easy car, van, or motorcycle rentals.
• When the user is ready to start planning a complex trip, they can request all of their travel needs, such as hotel dates or flight times, by recording one voice message.
• The main goal of this bot is to illuminate cultural and language barriers for an increasing number of foreign tourists.
• In addition to offering an English language service to customers, Astra Tech has said that its GPT will be the first to also work in Arabic.
• Yellow.ai’s YellowG platform is powered by generative AI and allows you to create and deploy in minutes!

Strategically reach out to the various prospects with personalized messages. What better way to exemplify the capabilities and benefits of these chatbots, than to check out some real-world examples of airlines using them to improve their customer experience strategy. Just as a chatbot can considerably lower an airline’s response and resolution times, it can also have a direct impact on their SLAs, improving them as much as from a matter of hours, to minutes. As the time and resources required to resolve requests decreases, so do the costs for the human capital in the customer service department, in turn saving the airline money. Aéroports de Lyon, which is part of the VINCI group (a leading private airport operator), is an international airport based in Lyon, France that has served more than 11,7 million passengers in 2019 alone. Based on user conversations, travel chatbots can suggest tailor-made tourist attractions, local events, dining spots, transport means, and more.

Chatbot for Media House

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