Customer Service & SupportPurpose
1.2. Enable multilingual, 24/7 scalable support across channels (web, mobile, social messaging, IVR).
1.3. Reduce live agent workload while raising passenger satisfaction and response consistency.
1.4. Seamlessly handoff complex issues to human agents with context retention.
1.5. Integrate with legacy airline systems (GDS, loyalty, reservations) for secure, context-rich responses.
Trigger Conditions
2.2. Received booking reference/PNR in a supported message format.
2.3. Detected keywords related to flight info, baggage, delays, rebooking, etc.
2.4. Scheduled events such as check-in opening, gate changes, or disruption alerts.
2.5. API webhook triggers from airline’s back-office systems.
Platform Variants
- Feature: SMS/WhatsApp chat; Configure: Connect Twilio Messaging API, setup webhook for new messages, parse PNR input.
3.2. Zendesk Sunshine Conversations
- Feature: Unified messaging API; Configure: Connect to airline’s FAQ database, enable bot-user routing rules.
3.3. Intercom
- Feature: Bot chat on website/mobile; Configure: Set “Resolution Bot” triggers for flight keyword detection.
3.4. Dialogflow (Google Cloud)
- Feature: NLP intent recognition; Configure: “Detect Intent” API for reservation lookup, integrate custom fulfillment webhook.
3.5. Microsoft Bot Framework
- Feature: Omni-channel bots; Configure: Create flight intents, connect to Teams and Facebook Messenger.
3.6. Freshchat
- Feature: Automated support; Configure: Set up “Freddy” bots with flight status API integration.
3.7. LivePerson
- Feature: Conversational AI; Configure: Create flows for check-in queries, escalate to agent on demand.
3.8. Genesys Cloud
- Feature: IVR/chatbot sync; Configure: Deploy digital bot on webchat, trigger via API for schedule changes.
3.9. Amazon Lex
- Feature: Speech/text bots; Configure: Use “PostText” API to parse spoken rebooking requests.
3.10. Salesforce Service Cloud
- Feature: Einstein Bots; Configure: Integrate with Case object for baggage claims, trigger via customer portal.
3.11. IBM Watson Assistant
- Feature: Multilingual Q&A; Configure: Build skill for flight FAQs, link with CRM via webhook node.
3.12. ServiceNow Virtual Agent
- Feature: Workflow automation; Configure: Automate support ticket creation on missed connections.
3.13. Telegram Bot API
- Feature: Airline chatbot on Telegram; Configure: Set webhook for user commands, send inline flight update cards.
3.14. Facebook Messenger Platform
- Feature: Messenger bots; Configure: Handle quick replies for check-in, use “Handover Protocol” for agent switch.
3.15. WhatsApp Business API
- Feature: Direct passenger messaging; Configure: Register template messages for boarding alerts.
3.16. Slack API
- Feature: Airline support via workspace; Configure: Use “slash commands” for real-time bookings.
3.17. SnapLogic
- Feature: Integrate chatbot with backend; Configure: Connect legacy PSS database for itinerary lookup.
3.18. Apigee
- Feature: API management; Configure: Deploy secure public chatbot API endpoint, rate limit abuse.
3.19. Rasa
- Feature: Open-source NLP; Configure: Train NLU model on rebooking phrases, connect to REST backend.
3.20. Kore.ai
- Feature: Enterprise bots; Configure: Flight status “skill” with role-based escalation for premium passengers.
3.21. Inbenta
- Feature: Airline knowledge base bot; Configure: Sync with updated policy FAQ content daily.
3.22. Ada
- Feature: No-code chatbots; Configure: Pre-built aviation flows for seat upgrades, baggage, schedule changes.
Benefits
4.2. Reduces service cost through automation of repetitive queries.
4.3. Boosts passenger trust via proactive disruption management.
4.4. Frees agents for high-value, complex interactions.
4.5. Delivers scalable, personalized experience globally.