As part of its #AFDigidays events, this time devoted to artificial intelligence and customer relations, Air France presented its new high-tech assistant, called Louis. This chatbot - or conversational robot - is designed to answer some of the main questions asked by travellers, namely those relating to baggage. Whether it's via Facebook Messenger or the FAQ page on the Air France website, Louis is able to provide Air France customers with information 24 hours a day, 7 days a week. However, a redirection to an advisor is provided if the chatbot has difficulty understanding what the user is asking or if the message contains more than 200 characters.
This conversational robot is based on an artificial intelligence module which detects the user's intentions while being connected to Air France systems, enabling it to provide the status of a delayed baggage item or the baggage allowance allocated to passengers. This launch follows the one in April, a communication channel via Facebook MessengerFrom here, customers can receive their document cards and other travel documents and information.
At a time when digital has become an essential part of the personalised relationship that the airline intends to have with its customers, Air France is already announcing that it is working on new functionalities, such as an inspirational chatbot on travel or voice commands, which should see the light of day in 2018. Improving the customer experience in the event of flight disruptions should also be on the agenda, as Air France is already working to improve the customer experience in the event of flight disruptions. organised a hackathon last year on this subject.
