AI Case Study

AeroMexico's customer-service can handle as many inquiries as two full-time employees per day through its chatbot

Aeromexico has introduced aerobot, a chatbot that handles customer service queries. Based on natural language processing, it has been trained to recognise the same questions asked differently. If it is not able to assist with a query, the chatbot redirects the client to a human attendant. The company claims that it is currently assisting 1,000 Spanish-speaking clients per day, which is roughly as many queries as two full time employees would handle, while saving costs.

Industry

Transportation

Airlines

Project Overview

In spring 2017, "Aeromexico started using a Facebook Messenger chatbot to answer customers' questions, loading an artificial intelligence 'brain' with 500 common responses, chosen from Facebook, Twitter, and telephone transcripts. The platform serves about 1,000 Spanish-speaking customers per day, handling roughly as many inquiries as two full-time employees could but at a cheaper cost. 'It’s able to interpret any of the ways that any human could ask questions and determine what they’re trying to ask and match it with one of the answers,' said Brian Gross, Aeromexico’s vice president for digital innovation and strategy." "Using natural language processing, it is capable of interacting with customers in both Spanish and English."

Reported Results

"The platform serves about 1,000 Spanish-speaking customers per day, handling roughly as many inquiries as two full-time employees could but at a cheaper cost."

Technology

"A neural network trained in thousands of ways to ask any particular question".

Function

Customer Service

Technical And Product Support

Background

"Every day, 10,000 customers contact Aeromexico to ask questions, and many — such as “Is there a charge for checking a bag?” — are so simple they don’t require a human response."

Benefits

Data

500 common responses, chosen from Facebook, Twitter, and telephone transcripts.