On Monday 27 November, Air France organized its digital rendezvous, #AFDigidays, to present its latest innovations and officially launch its first chat robot, chat bot Louis, dedicated to answering customers’ questions relating to baggage. Baggage issues are the second most frequent topic when requesting social media assistance.
This chat robot uses artificial intelligence to detect the intentions of the user who can contact the robot directly. It is also connected to Air France’s systems, providing users with the status of delayed baggage or information about baggage allowances. Users will be redirected to an agent if Louis doesn’t know the answer -
- When the chat bot has trouble understanding the user’s question,
- When users ask to speak to an agent,
- When the message contains more than 200 characters.
This chat bot is accessible 24/7 on the Facebook Messenger app directly via the baggage FAQ page on its website
https://www.airfrance.fr/FR/fr/common/voyage-en-avion/preparation-voyage/bagages-avion.htm
And there’s more. Air France is already working on new features for this assistant such as travel ideas and other topics as well as voice control for 2018.
Already extensively present on social media, and with more than 9 million fans and followers on social networks and chat apps, Air France ensures its provides optimum customer services on these social media. Thanks to 150 expert advisors, the company responds to its customers 24/7 in French and English, as well as in 7 other languages. Some 5,000 interactions are handled daily online. Since April, the company has decided to increase its presence with Facebook Messenger to answer all its customers’ questions and automatically send travel documents and information to customers who request them.
Air France-KLM group Chairman and CEO, Jean-Marc Janaillac also took advantage of this digital rendezvous and the launch of Louis to talk about the major challenges of digital innovation and especially artificial intelligence in customer relations.
“The main challenge is personalized services to know more about our customers, accompany them wherever they are and offer them services or a solution in line with their expectations. To achieve this, digital technology is essential. Artificial intelligence allows us to create an even more personalized customer relationship, stay in permanent contact with our customers and anticipate their needs in order to provide an optimum solution in real time”, he said.