The chatbots are beginning to blend into the business travel landscape. Lufthansa, Vueling or more recently Transavia have already introduced their new recruits, christened Mildred, Eva and Laura. Now it's Finnair's turn to equip itself with a chatbot called Finndeveloped with Caraveloand accessible via the Facebook page of the airline. Its role is to sell tickets, provide live information on flight times, and give passengers information on baggage allowance depending on the flight and class of travel. For the rest, the more complex cases, the human hand takes over: " If the chatbot cannot answer a question, it will redirect the query directly to a customer service employee. "explains the press release.
the most advanced NDC solution in the airline industry
The company is ambitious in this area, and already boasts that it has " the solution NDC [New Distribution Capability] the most advanced in the airline sector, as the chatbot offers the opportunity to book flight tickets on the Finnair network while providing a wide range of functions such as video content in instant messaging ".
Rogier van Enk, Vice President Distribution at Finnair, stresses that "The operation of artificial intelligence is an integral part of our innovation strategy. We are growing and constantly looking for new ways to improve our customer service and the development of new sales networks via the New Distribution Capability system. We believe that the rapid development of digital tools benefits our customers. Finn understands and communicates in English, but over time he will learn other languages and acquire new capabilities. For example, he will be able to Finn should be speaking Finnish and Chinese (Mandarin) by the end of the yearFinnair is looking for new social networking platforms for Finn, such as WeChat in China" adds Rogier van Enk.
