The goal: To be where the customers are
Leading airlines like Transavia, know that in order to remain competitive, they need to be where their customers are.
The challenge: Adopting cognitive services
Through cognitive services, customers can interact with companies from their messenger platforms –something Transavia somehow must adopt.
Finding the key points of value in customer interaction and combining them with click-based functions.
It’s amazing how fast technology develops, and fantastic how quickly we were able to turn it into a go-to-market productInes Verburgh - Innovation Lead Transavia
The result: Real added value for customers
Real added value for customers, by having Transavia be where the customer is. Through its chatbot, customers can now request travel information and book plane tickets, effortless and direct, by text message.
The details: An on-going learning process
While live, the Flight Search bot improves, based on real-time feedback and analytics. And through machine learning, the chatbot will learn from user interaction. By creating a dialogue with users, Transavia can watch its game-changing offering develop constantly and incessantly.
- 20% Shift from call to social care
- 70% of all conversations end with a ‘thank you’ of our customer
- 50% of our inbound Social Care volume is WhatsApp traffic
We knew that chatbots were the ‘next big thing’, and Mirabeau helped us see how to apply them to create real added value for Transavia's customers.”Ines Verburgh - Innovation Lead Transavia