MyAustrian Messenger Service Proof of Concept
Innovation • Customer Service • Automation
About Austrian Airlines
Austrian Airlines is Austria’s biggest airline with a global route network of around 130 destinations and 360 flights per day. This success story talks about our collaboration and one of our first chatbot projects from 2016.
months from the idea stage to product launch
most important customer support questions included
The chatbot, called myAustrian Messenger Service, could help customers with flight searches and frequently asked questions such as luggage. It provided flight recommendations and flight status information.
Dr. Julian Fischer
Head of Product & Innovation
How we made it happen
Rapid innovation to relieve customer service
Austrian Airlines had a strong need to relieve customer service due to a high occurrence of customer service requests during peak times.
Since the bigger amount of requests was based on frequently asked questions, the solution of automation was a perfect fit for the internal customer service department as well as for customers, who were seeking quick information.
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