Streamlining Customer Service With Conversational AI In Airlines

With AI making inroads in nearly every segment of operations in 2024, it’s no surprise that the aviation industry has also adopted AI to soar higher. Core flight operations have had some level of automation for the past few decades, but conversational AI is now a part of airlines’ customer support and ground operations as well. For instance, a study shows that 60% of customers now use self-check-in when booking tickets, proof that customers now prioritize a self-serve experience on their customer journey. 

At the same time, the aviation industry has always been a tumultuous one, and in this article, we talk about some of the problems with the airline industry, specifically with regards to customer experience, that we can tackle with AI. 

How Airline Customer Service Can be Turbulent

Modern air travel is marked by intricate customer journeys: A customer spends a significant amount of time doing bookings, check-in, and at baggage handling. There’s also potential flight disruptions to contend. Airlines face a daunting task in managing the sheer volume of customer inquiries across various channels, from phone calls and emails to social media and messaging apps. Rising fuel costs, changing infrastructure and geopolitical uncertainties also lead to airlines having problems with maintaining transactions and handling customers.

The challenge is compounded by the need to provide timely, accurate, and consistent responses while adhering to stringent service level agreements. Hiring and retaining skilled customer service agents is increasingly difficult, while budget constraints limit the expansion of support teams. These factors converge to create a perfect storm, demanding innovative solutions to enhance efficiency and customer experience.

Traditional customer service methods, such as call centers and email support, have limitations. They are often characterized by long wait times, repetitive inquiries, and a lack of personalization. While these channels remain essential, they cannot fully address the evolving needs of today’s travelers.

Improvements with Conversational AI

Therefore, to ensure maximum accessibility and customer convenience, conversational AI in airlines must be integrated across a variety of communication channels, such as: 

• AI-Chatbots: Implementing AI-powered chatbots on the airline's website to provide immediate assistance with inquiries, bookings, and troubleshooting.
  
• Mobile App Integration: Integrating conversational AI in airlines to offer on-the-go support and personalized recommendations.
  
• Voice Assistants: Enabling voice-activated interactions through platforms such as Google Assistant, Amazon Alexa, and Apple Siri for hands-free assistance.

By establishing a consistent AI presence across these channels, airlines can meet customers where they are and provide an omnichannel experience. For optimal efficiency, airline systems and their AI can also be integrated with third-party systems, such as: 

• CRM Systems: Connecting the AI to the airline's CRM to access customer data, history, and preferences, enabling personalized interactions.
  
• Booking and Reservation Systems: Integrating the AI with the airline's booking engine to allow customers to make reservations, changes, or cancellations directly through the chatbot.
  
• Departure and Arrival Information Systems: Connecting the AI to real-time flight information to provide accurate and up-to-date flight status updates.
  
• Payment Gateways: Integrating payment processing capabilities to enable customers to complete transactions within the conversational interface.
  
• Airline Operations Systems: Linking the AI to internal airline systems for access to baggage information, flight schedules, and crew details, allowing for efficient problem resolutions. 

Benefits Of AI In Airline Customer Service

Operational Efficiency and Cost Savings

Conversational AI in airlines is a huge boost for significant operational improvements and cost reductions within the airline industry. By automating routine inquiries such as flight status, baggage tracking, and fare inquiries, AI frees up human agents to concentrate on complex issues. It can accelerate response times for common queries and also enhances overall service quality. Reduced reliance on human agents for handling routine tasks translates to substantial cost savings. Airlines can optimize their workforce, reallocate resources to other critical areas, and potentially downsize their call centers. Additionally, AI-driven automation can help manage peak travel periods more efficiently, ensuring consistent service levels even during high-demand times.

Enhanced Customer Satisfaction

AI-powered systems are instrumental in delivering personalized and exceptional customer experiences. By going through vast amounts of customer data, chatbots can offer tailored recommendations, such as suitable flight options, hotel bookings, or upgrade opportunities. These personalized interactions create a sense of value and enhance customer satisfaction. AI-driven chatbots can address customer issues by analyzing past interactions and anticipating potential problems. For instance, if a flight is delayed, the chatbot can automatically notify affected passengers and offer alternative travel options or compensation vouchers and lounge access. 

This continuous learning process enables airlines to stay ahead of evolving customer needs and industry trends. By harnessing the power of AI, airlines can optimize their operations, reduce costs, and deliver exceptional customer service. This data-driven approach allows for informed decision-making, enabling airlines to identify areas for improvement and allocate resources effectively.

The Future of Flight

By embracing this technology, airlines can position themselves as leaders in customer-centric innovation. As the industry continues to evolve, AI will play an increasingly vital role in shaping the future of air travel.

By addressing immediate challenges and laying the foundation for long-term growth, airlines can create a seamless and enjoyable customer experience. This, in turn, will drive customer loyalty, increase revenue, and solidify the airline’s position as a preferred choice for travelers.

For companies looking to implement conversational AI in airlines, Omind offers a comprehensive suite of solutions that can help you in multiple areas, such as marketing automation, customer support and call center assistance. To schedule a demo with us, click here. 

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