Chatbots and tomorrow’s airline companies.

We are continuing to illustrate the usefulness of chatbots within various fields and aspects of our lives. This time it is airline companies turn to appreciate what a talking or texting smart algorithm is ready to offer in order to make their professional life easier. Additionally, using a set of chatbots as an important part of their staff, airline companies will remain always in the pipeline, because an easy and rapid way to get the required information is a priority today.
It is not the first time when we mention that a considerable advantage of a chatbot is its ability to “live” in various platforms simultaneously. That means that one chatbot may be shared by many platforms like text messaging, Email, messaging apps such as WhatsApp, Skype, Slack, social media and others. Consequently, the customer or better said the traveler, is free to choose any option he/she likes the most.
Analyzing those tasks which a chatbot may accomplish being a part of an airline company team, we can distinguish the following:
* a chatbot can allow travelers to make purchases, modifications or upgrades via simple text message or speech.
* a chatbot can make the interaction more individual by offering pieces of advice, suggestions or initiate transactions which are based on traveler’s personal needs and preferences.
* a chatbot offers its support 24/7, so the traveler is always in touch with the company for solving any kind of issues.
* a chatbot may help to solve some unforeseeable queries like a delayed flight or lost baggage.
* a chatbot definitely simplifies travel arrangements and streamline the business procedure, because it allows airlines to connect with customers more directly.
* a chatbot improves travelers relationships, and the booking process is the first step in this regard.
As technology is developing constantly with fabulous speed, it is interesting to notice that things which are modern and advanced today might be useless tomorrow. It is predicted that toady’s websites can be forced to the same fate. Paying attention to present-day kids, what we can see? Their favorite channel of communication is written text. It means that in the future they will seek to find the easiest way to achieve their goals. Being tomorrows passengers, they undoubtedly will use an AI-powered product such as chatbots rather than spending time and searching through websites for the relevant information.
Looking ahead, the companies from the airline industry must think about it and be prepared to come where their clients are instead of spending a lot of money and other resources just to attract them at their websites.
This AI-technology based software called chatbot is capable to answer millions of questions, giving the travelers that chance to choose and control their journey at every moment in time providing the appropriate information when it is needed and where it is needed.
It is forecasted that the airport of the future will be a smart, resourceful and quite personalized environment being focused basically on the traveler experience. Through the instrumentality of a chatbot, exceptional customer experience will go all the way through pre-trip, baggage, check-in, security, boarding and during the flight, because the airline chatbot will support the traveler at every step.
Even today there are many airline companies that are using chatbots. Last year, for example, APEX reported that 14% of aviation companies are using chatbots for airlines. The Chief Information Officers of these enterprises expect to advance this percentage to 68% by 2020.
It is true that airline companies build a set of bots. A bot for a certain task. For instance, a chatbot for delayed flights, or for lost baggage will collect all the information needed before it will transfer the traveler to a real agent, so he/she will be already initiated into the problem.
In line with the above, the conclusion is understandable. The future seems to be promising and bright. Let’s see how things will develop, let’s cooperate and enjoy the process.