MyAustrian Messenger Service Proof of Concept

“The chatbot, called myAustrian Messenger Service, could help customers with flight searches and frequently asked questions such as luggage. He provided flight recommendations and flight status information.”

Customer Service response time was reduced drastically

Frequently asked questions were solved on the spot

First steps towards personalization were taken through system integration

In 2016, Austrian Airlines AG positioned themselves as one of the early movers towards automated customer service through chatbots.
From idea stage to a product lunch within 3 months Austrian Airlines honored their perception of being the ‘Speedboat’ for Lufthansa Group in regards to innovation projects.

The Problem

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.

The Solution

Personalisation along the whole Customer Journey

From inspiration, selling ancillary services until delivering questions along the whole travel journey Austrian Airlines set high goals to accompany the customers along the whole travel journey.

The Solution

Personalization along the whole Customer Journey

From inspiration, selling ancillary services until delivering questions along the whole travel journey Austrian Airlines set high goals to accompany the customers along the whole travel journey.

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