With the growing competition, companies are focused on giving the best customer service without wasting customers’ precious time. One of the best methods for quick customer service in the airline industry is a chatbot. In the past few years, the popularity of chatbots has grown exponentially because companies have realized that messaging platforms are becoming the preferred and popular communication vehicle for travellers when it comes to reservations, customer service and travel planning. Through this post let us look through how chatbots are helping airlines streamline their customer-focused processes.
Did You Know?
More than 67% of travel bookings happen on mobile. (Source: IBM)
The cost reductions can reach up to 60% per call using chatbots for airlines. (Source: Mindsay)
More customers prefer automated support options, like social media or other messaging platforms, over speaking with a human on the phone. (Source: Mindsay)
The Gist Of How Helpful Live Chat For The Airline Industry Is?
Airlines can carry out end to end flight booking using an effective chatbot.
Flight search
Flight Booking
Manage Booking (Flight Cancellation)
Issuing refunds, credits etc.
Flight Status
Flight Check-In
What Functionalities Does A Chatbot Provide In The Airline Industry?
A chatbot can effectively start conversing with customers and vice-versa.
Suggestive and directive search options are provided by the chatbot.
Personalized responses are given by chatbots as per search and booking history.
Chatbots are intelligent enough to automatically pick up customers’ details from their profile.
Chatbots can provide reminders for their flight's schedule and check-ins.
Airline Chatbots Use Cases And Benefits
To make reservations anytime from anywhere and everywhere
A chatbot is a 24/7 customer service that allows the customer to make reservations possible anytime from anywhere and everywhere.
A customer need not wait in a physical queue or on the call that makes chatbot a convenient and hassle-free reservation tool.
A chatbot makes reservations easy for customers and reduces the possibility of a customer abandoning the ticket bookings.
Airlines use chatbots to automate customer service
A chatbot allows the customer to automatically answer the questions related to their travel plans, the status of their flight points and other services.
It further facilitates payments or refunds, sends notifications and provides detailed information on their itinerary.
Takes Charge of Management of the Booking Process
A chatbot manages the booking process in the following way:
Respond to a customer through messages, web, SMS or email.
Update a customer on the status of their existing reservation.
Make changes to the reservation.
Complete payments.
Alert a customer of a flight delay.
Re-book a trip.
Send notifications and provide details of the travel plan.
Keeps a track on the luggage and claims
It is mostly seen that there comes a point of confrontation between the passengers and the customer service executive about the location of the luggage and if the luggage is missing then passengers claim reimbursement that takes a whole lot of time and makes the customer reach the frustration point.
But if you have a chatbot that can bring an update to the passenger about the time of arrival of their luggage at their desired location, and even process a claim for damaged or lost luggage then what is better than this?
Employee-oriented Processes
The Airline industry relies on staffing, shift management, and programming. It is very important to have the right staff, at the right time and in the right place and good staff service at a lower cost.
A chatbot has come as a boon when it comes to managing the staff scheduling their duties, giving them itineraries to complete each of their tasks at the right time and giving them the right tools for performing their operations well.
User friendly and customized
Kapture’s AI chatbot is exceptional and the right choice for airlines as it is user friendly and has customized front end design unlike other platforms where only templates have to be followed.
Closing Remarks
Kapture's AI chatbot for airlines brings forth improved user experience and higher bookings at lower costs. It is equipped with a user-friendly and helps to access real-time data and customize offers to attract leads. On the whole, it is designed to enrich the customer’s experience by providing a range of helpful travel-related services.
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