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• In 2015, Aeromexico launched a large, innovative e-commerce area
• Insourced day-to-day content, design, programming, digital marketing, social media
• Staff went from 5 to over 80• Delivered in 2016:
– New website designed by Work & Co (Virgin America, Facebook, Target, TripAdvisor sites)
– Our first API, built in-house, powering all channels– New digital look and feel– New check-in kiosks– Chatbot and AI: the logical next step
• Doubled our Web penetration in two years• Aeromexico is the best Latin American airline in
e-commerce and among the world’s top ten in digital innovation
About Aeromexico Digital Innovation
Our Artificial Intelligence and Chatbot project is winning awards!
Press Release Dec 6, 2016 – articles in leading national business dailies El Financiero and Milenio
AMIPCI (MX Internet Assn) 2 awards on Dec. 1, 2016:“Best project in the Travel vertical”“Best project in the Technology category”
*although they didn’t quite understand what Messenger or a chatbot are…
First airline in the Americas with a
bot
Current partners in this Aeromexico project
Yalo(AI/chat startup)
Guatemala & Mexico Citywww.yalochat.com
Javier Mata
VisaInnovation Center
Latin AmericaMiami
Filomena Ruffa
AeroméxicoMexico City
Digital Innovation
Brian Gross
What elements does the project consist of?
• Virtual assistants (Alexa, Google Assistant, Siri)
• Voice platforms (Echo, Google Home, Android, iOS)
• Chat with bots and human agents• Messaging apps like Facebook Messenger
+ Artificial Intelligence
Why chatbot now?• Answer customer questions and sell – automatically,
better, cheaper• New channel for sales – different audience• Be present where our customers love to “hang out” –
messaging and social media– Note that unfortunately Whatsapp, by far the most popular
messaging tool in Mexico, does not support high volume B2C • Repeat success of WeChat China
Why this project going forward?• Artificial Intelligence – get into the game• Prepare for sales/service by intelligent assistants and by voice
(e.g. Kayak is already present on Google Home)
What can a chatbot do?Now:• Ticket sales & confirmations• Track flights• Some FAQFirst AI release:• All questions about flying
with us• Baggage policies, track lost
bags• Working at Aeromexico• Customer complaints and
complements• Ticket office locationsFuture:• Change flights• Check in• Deliver boarding pass
Phases of the projectSeptember 2016 February 2017 More frequent sprints with incremental functionality…• Bot driven by menu
options:• Flight search• Flight tracking• Info on luggage policy
et al.• Integrated customer
service agents when needed
• Flight options and complete booking in Messenger except payment• Payment only at
AM.com
Artificial intelligence:• Users can ask
questions in natural language• System learns
• Payment in Messenger with Visa Cybersource
Pre-flight• Upgrade & ancillaries• Check-in reminder• Check-in• Boarding pass• Gate alert• Flight delay alert• Integrate Salesforce
Service CloudKnowledge Base
• Integrated sales agents• Replace old sales chat
app