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Airline chatbot

Airline chatbot are revolutionizing the aviation industry one automated response at a time
The chat between airline AI Chatbot and passengers with VoyagerAid

The advent of airline chatbot has arguably been one of the best things to happen to the aviation industry. Owing to airlines’ increasing ability to automate their customer support with intelligent, AI-powered chatbot, they have seen massive spikes in operational efficiency, customer support representative productivity, and revenue as well.

What is a chatbot?

A program that is capable of simulating and processing human conversation is what is referred to as a chatbot. They can communicate with us through speech or the written word, which gives the impression that we are interacting with a real person.
Since the first chatbots came out in 1966, they have evolved a lot. Depending on the application, you can find chatbots of varying complexities; there are ones that can answer only elementary questions with one-word answers and intelligent chatbots that can answer complex queries by learning from the conversation.

Types of airlines chatbots

Three robots for the "types of airline chatbots"

Commonly, three types of airline chatbots are in use today.

Intelligent chatbots

They use machine learning to recognize various user requests and provide customized replies. Over time, they adapt to provide better responses based on the user’s questions.

Rule-based chatbots

They are quite limited in the scope of their usage. Mainly, they are used to answer very specific questions with predefined answers. Examples are the chatbots used for qualifying leads or providing customers with an interactive experience when it comes to FAQs.

AI-based chatbots

They employ a combination of machine learning, natural language processing, and even artificial intelligence to solve user problems. Notably, they can remember user preferences and the context of conversations to provide a human-like experience.

What is airline chatbot? — an introduction

The airline sector has also kept up with other industries when it comes to implementing chatbots for enhancing customer experience and other applications as well. With the use of AI, airlines have gotten to the point where their customer support requests are handled faster. Chatbots find great application in the airline industry largely due to their versatility.
Woman employee working with an AI robot - VoyagerAid Blog
For customers, airline chatbots have come as a great boon; they can now get their queries answered in real-time and with a lot of accuracy, find flight information, and book tickets as well.
Given how stress-free all of this has become, passengers are also delighted with the airlines, which has helped the companies foster great relationships with their patrons.

The role of chatbots in enhancing customer experience in the airline sector

The last thing a passenger wants to do is wait in a queue while trying to reach customer service when their flights have been delayed or canceled. Even if nothing is wrong with the flights, hearing an irritating tone while being on hold is an unpleasant experience.
Chatbots are changing that. In just a few steps, customers can quickly book, reschedule, or cancel flights and even get their questions answered.
The best part is that the airline does not have to pay an army of support agents for this. It is all automated, and customer issues are cleared in a matter of seconds in most cases.
Apart from these basic functions, here are a few ways airline chatbots make customers’ life easy.
Passengers are in control
When there are instances like flight disruptions, passengers may experience the worst possible feeling—not being in control of their schedule.

Chatbots, which are equipped to provide passengers with quick updates on everything related to flights and enable them to rebook or reschedule automatically, can go a long way in making them feel in control.

Also, chatbots can provide a variety of customization options, such as inflight meals.
Reliability when plans change
When a passenger decides to edit flight information, they can get it done instantly using an airline chatbot rather than waiting in a queue to talk to a customer support agent.

Since chatbots can provide personalized service, they can help customers make informed decisions on seat changes or ticket updating.
Tracking baggage
Baggage getting lost, delayed, or damaged is a serious concern for both passengers and airport authorities. Getting reimbursed for the same is also quite a tedious process that leaves many passengers frustrated.

So, having a chatbot equipped with the ability to help passengers automatically track the baggage or make reimbursement claims can save both the airline and their customers a lot of wasted time and resources.
Hassle-free reservations
A lot of things can be done to reduce the friction that a customer encounters while buying a ticket. However, one of the best courses of action for an airline interested in increasing revenue is getting a chatbot.

The chatbot will instantaneously answer queries the passenger may have and help you sell more ancillaries.

A key benefit here is that when the reservation process is pain-free, the passenger is less likely to abandon the purchase. Further, you have the power to remind them constantly to complete the purchase.
Convenient booking management
An airline chatbot can keep customers notified of their booking status via SMS, email, etc., allow them to quickly make changes, and alert them of delays or disruptions.

In the same conversation, the chatbot can also let the passenger rebook their flights.

Most of the time, passengers will prefer this over having to call customer support and waiting in line.
Smooth check-ins
Gone are the days of long queues at airports with passengers anxiously waiting to check-in. Many airlines have adopted chatbot technology that helps passengers skip the line by checking in via chatbots.

Chatbots have also become advanced to the point where they enable passengers to instantly check connecting flights, luggage weight limits, and gate departure information.

While the chatbots can handle most of the queries, they also have the option of seamlessly transferring the passenger to customer service when faced with complex issues.
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How chatbots saved the airline sector during the covid-19 pandemic

As the pandemic disrupts flights across the world, leaving a sea of passengers frustrated, airlines are having to deal with soaring customer support requests. The situation is made worse by the fact that lockdowns and travel restrictions have forced much of the support staff to work from home. Given this scenario, airlines are turning to chatbots and other AI-based digital technology to keep up with the rise in customer complaints.
In the following ways, airlines benefited massively using airline chatbot technology.
  • Engage with customers via platforms they are already invested in, such as social media apps.
  • Round the clock support with a small team by using AI-enabled chatbots
  • Quick responses during disruptions
  • Maintain a team that was highly productive despite a heavy volume of support requests
  • Improved customer satisfaction with a small investment

Challenges in implementing airline chatbots across the industry

Chatbot implementation in the airline sector is guaranteed to improve operations and elevate customer experience as well.
However, implementing chatbots is easier said than done due to the following challenges. Apart from these basic functions, here are a few ways airline chatbots make customers’ life easy.
Got a question? Ask me - Box with a robot - VoyagerAid Blog
Costs
Since the technology is relatively new, it may sometimes cost a lot to get an airline chatbot solution that is scalable and takes care of all your customer support needs.

So, before making a purchase, you need to weigh the cost of the AI-based airline chatbot solution against the value it is adding to your business.
Adoption by the customers
One of the first things you need to know before adopting an AI chatbot for your customer service needs is whether your audience will be receptive to it.

Assess the average age of your customers and see how many of them use social media or your website, which will be where your chatbot is deployed.
Value for the passengers
There are a few things to consider before opting for an airline chatbot to ensure it provides great value for your passengers. A few things to ponder are:

  • Will it save your customers time?
  • Will it make your customers' lives easy?
  • Will it improve your communication with your passengers?
Safety of customer data
Data security is an increasing concern among consumers. Your chatbot needs to be General Data Protection Regulation compliant and hosted on a safe network that is impenetrable by hackers.

Moreover, there is a need to ensure that only the most necessary passenger data gets collected. These steps are vital because the airlines have access to sensitive information about the passengers.
Making chatbots more humanlike
When passengers just want a simple cancellation, rescheduling, or the answer to a simple question, a chatbot is more than sufficient.

However, if passengers need to have a long conversation regarding a complex issue, a chatbot may end up sounding repetitive and ‘robotlike.’ Therefore, a chatbot needs to be trustworthy, likable, quick, and useful.
Maintaining the chatbot
While chatbots are tireless, they do tend to become outdated. It is hence imperative to keep the chatbot updated with the latest information.

Sometimes, the chatbot may also run into some issues, such as bugs and other glitches that need to be investigated from time to time.
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Our Solution

As part of Infiniti’s mission to help airlines deal with customer issues more effectively, we have designed the perfect solution for all your customer service woes—VoyagerAid airline chatbot.

How VoyagerAid’s omnichannel AI chatbot for airlines can transform your operations

Airline chatbot features

Omnichannel support airline chatbot
What if there was a way to reach your customers in the place that they find most convenient? VoyagerAid allows you to do exactly that. Whether it is social media accounts, mobile phones, or email, our AI-powered solution makes it easy for your passengers to reach you instantly.

Your travel agents can conveniently access all these queries in one place and resolve them if they get too complicated. However, in most cases, our AI takes care of the tickets for you.
Smart ticketing system airline chatbot
What if there was a way to reach your customers in the place that they find most convenient? VoyagerAid allows you to do exactly that.

Whether it is social media accounts, mobile phones, or email, our AI-powered solution makes it easy for your passengers to reach you instantly.

Your travel agents can conveniently access all these queries in one place and resolve them if they get too complicated. However, in most cases, our AI takes care of the tickets for you.
Tireless, 24X7 live chat functionality
Across a variety of platforms, VoyagerAid airline chatbot can deliver exceptional customer service through rapid and intelligent responses.

Even if the bot cannot handle the request, it will seamlessly transfer the ticket to an agent. It is further worth mentioning that you can support your clients in multiple languages.
Canned response airline chatbot
With preprepared responses to the most asked questions from passengers, you can ensure that your agents are dealing with only the most complicated of tickets.

Besides, you can impress your clients by personalizing your support emails with their names and ticket status.
Knowledge base airline chatbot
With the help of a vast knowledge base, your team does not have to scramble for answers. Automatically, passengers will receive the appropriate resolutions for the most asked questions.

Moreover, you can keep constantly adding to the knowledge base so that it will always be updated, much to the delight of your customers.
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Tangible gains that VoyagerAid airline chatbot can deliver

Airline chatbot benefits

Quick customer support

No matter which channels your customer prefers, VoyagerAid’s multi-channel integration means that your customers’ queries will be dealt with in real-time on social media, email, phone, or chat.
In essence, the airline chatbot allows you to provide your customers with appropriate support at their desired time and place.

Enhanced agent productivity

Your agents deal with new and challenging requests from customers from time to time.
Allow them to dedicate their time towards dealing with these customers rather than getting bogged down by repetitive queries.
The canned response feature that VoyagerAid has lets you do exactly that!

Substantially reduced manpower cost

With the AI-powered airline chatbot, you can save a lot of money when it comes to labor costs.
Because our solution automates your daily workflow, tracks customer requests across platforms, and automatically converts them into tickets, you can give your customers an interactive experience with a small support team.

Fewer errors

Despite our best intentions, humans are prone to making errors, especially while performing mundane, repetitive tasks. Also, it is possible for multiple agents in your support team to mistakenly address the same tickets.
We have automated the entire process from ticket generation to resolution to prevent such mishaps.
With VoyagerAid, the agents will know if a ticket is being resolved by another agent. Moreover, automated responses to frequently asked customer questions will ensure that there is no erroneous recommendation made to the passengers because of human error.

Conclusion

Airline chatbots are helping the aviation sector usher in a new era of exceptional customer service. Now is the ideal time for your company to jump on the bandwagon and reap the benefits of automating your support requests from customers.
Get a VoyagerAid demo and see for yourself what a reliable airline chatbot can do for your bottom-line.
Book your demo now
An innovative Customer Support CRM solution for Airlines and travel companies. Our help desk software manage customer complaints, feedback, and queries to improve your customer service experience.
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