Improving Customer Experience and Increasing Employee Productivity: The Role of Chatbots in the Airline Industry

How AI Can Improve the Airline Industry

The airline industry faces many challenges, including unpredictable weather, fluctuating fuel costs, and geo-political events, which can significantly affect customer satisfaction and employee productivity. However, there are certain trends and behaviors that airlines can leverage to enhance their business.

1. The Changing Customer Landscape:
Customers have become more fickle and easily switch providers. Frequent-flier programs have also become more complex, putting loyalty at risk. Additionally, mobile app engagement has become harder as users are more selective about the apps they download. However, the rise of messaging platforms has opened up new opportunities for user engagement.

2. Importance of Digital Interfaces:
It is evident that airline companies recognize the importance of improving digital interfaces. The AI market in aviation is expected to grow to $2.2 billion by 2025, and a significant portion of customers already use self-service technologies for booking and check-in. Customers also show higher satisfaction when baggage collection and tracking is automated.

3. Leveraging Messaging Platforms and Chatbots:
Messaging platforms like Facebook Messenger and WhatsApp offer a ready-made user base for airlines. With the ease of accessing and using chatbots on these platforms, airlines can provide the same functionality as mobile apps without the hassle of downloads or registrations.

A customizable chatbot with Natural Language Processing (NLP) capabilities can transform the user experience. It can simplify and streamline processes such as booking, check-in, and baggage tracking. By leveraging APIs and existing infrastructure, airlines can deploy chatbots on multiple platforms with minimal effort.

At PopcornApps, we specialize in building innovative solutions that address industry pain points. Our chatbot extends support across various functions and can assist employees with disruption management and boarding assistance. It also offers customer support for FAQs, reservation management, and frequent flier queries. Our Microsoft Bot Framework allows us to create versatile bots for multiple channels, including Facebook Messenger, Skype, Cortana, Kik Messenger, and Web Chat.

We have successfully implemented chatbots for the UK Rail and Indian Railways and have collaborated with industry leaders like Amadeus and Sabre. Our chatbot solutions are cost-effective, efficient, and tailored to meet your organization’s needs.

Take advantage of the AI revolution and enhance your airline’s customer experience by implementing a chatbot. Contact us today to get started.

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