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 launch within 3 months Austrian Airlines honored their perception of being the ‘Speedboat’ for Lufthansa Group in regards to innovation projects.
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.
Personalisation along the whole Customer Journey
From inspiration, selling ancillary services to delivering questions along the whole travel journey Austrian Airlines set high goals to accompany their customers along the whole travel journey.
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.