Ai Video: Chatbots – finally taking off?

First Published on 18th May, 2017

Chabots, essentially an autonomous program designed to interact with users, are gradually gaining prominence.

So how are chatbots delivering when it comes to one-to-one personalised interactions? Specialists, with expertise in airlines-specific domain, point out that chatbots have moved on from limited utility or benefits to digitization of customer service, as well as encompassing one-click transactions. “No reason why chatbot can’t take an order for a meal in an aircraft, or convey whether the flight is going to be on time or not etc.,” says Jonathan Newman, commercial director at Barcelona-based Caravelo.

Airlines are exploring various aspects as the utility of chatbots comes to the fore:

- What all can be done by chatbots and the level of efficacy? What’s the success and error rate?

- If a 3rd party platform is involved, for instance, Facebook, then how to deal with data ownership?

- How bot training is progressing?

- How to work with an airline’s marketing department for content, tone of voice etc.?  

- Cost control

- Utility and KPIs 

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