The Air France customer priority hackathon, discover the winning projects
From 25 to 27 November 2016, 130 candidates, including 30 company staff, took part in the Customer Priority Hackathon.
A contraction of the words "hack" and "marathon", a hackathon is an event in which teams consisting of developers, designers, logistics experts and idea-makers develop an IT project, generally software or an app, generally over a short time period.
By launching the Customer Priority Hackathon, on the theme of the travel experience in case of irregularity, the company is continuing its innovative approach to serve its objectives of digitization at the service of its customers.
After more than 48 hours of development, 7 members of the jury chose 4 projects based on the following criteria: consistency, originality, added value, pragmatism and functional quality.
WINNING PROJECTS OF EXTERNAL PARTICIPANTS
1ST PRIZE: AFBOTLINE
With AFBotLine, customers are free to choose their handling preferences in case of irregularity thanks to a multichannel chatbot*. The daily tasks of Air France ground agents are thus optimized – reduced waiting time at the desk, personalized responses for each customer (travel class, loyalty, etc.) and rapid solutions.
2ND PRIZE: UNIVERSAL VOUCHER
This app aims to digitize meal vouchers quickly and easily. These vouchers could be sent directly to the customer by sms for use with partners. Simple, rapid and efficient.
3RD PRIZE: NOTIFLIGHT
This app aims to simplify the customer – company relationship, in a personalized way. It also allows Air France ground agents to manage travellers’ preferences and to contact them directly in real time, in line with their preferences.
WINNING PROJECT OF THE IN-HOUSE TEAM
A project developed by a team of Air France staff was also selected.
1ST PRIZE: CARE FRANCE
This project anticipates customers’ requirements and evaluates the necessary resources thanks to machine learning – an artificial intelligence tool equipped with a learning system. Care France instantly supports customers with a chatbot* available on Facebook Messenger, Skype, the Air France app or via the company’s self-service kiosks.
2 PROJECTS TO BE DEVELOPED AND ROLLED OUT
AF Botline and Universal Voucher were also selected as the jury’s favourites. They will shortly be developed and rolled out within Air France.
With the Customer Priority Hackathon, Air France wanted to improve the customer’s travel experience in case of irregularity with innovative and digital tools. Once again, the company has chosen to break away from the corporate context and adopt an open-innovation posture, by focusing increasingly on the customer.