Airlines and the growth of chatbots: potential and brand awareness

The use of chatbots has expanded rapidly among airlines during the last couple of years as those companies realise messaging platforms are becoming the preferred communication vehicle for travellers in terms of customer service, travel planning and booking.

There is no doubt that chatbots are an important tool for airlines within the realm of Artificial Intelligence (AI) for tailoring customer offers, which should ultimately drive revenue.

Given the newness of chatbot technology, measuring its effectiveness is difficult; however, properly analysing user patterns is key to successfully ensuring high adoption and retention levels.