Travellers in airports across the globe can use WhatsApp to get flight information, sales offers and airport directions in seconds thanks to a partnership between Airbot Technology Ltd and Infobip.
The WhatsApp chatbots are already live at Gatwick, Dublin, Zurich and Riyadh airports, with more destinations expected to go live in the coming months.
Airport AI, the AI-powered customer service platform developed by Airbot Technology Ltd was integrated into Infobip’s WhatsApp for Business API to create the chatbots.
Pierre Cuquemelle, CEO at Airbot Technology Ltd, said: “Our Airport AI platform is trained with millions of conversations, making it easy for airports to answer passengers’ frequently asked questions quickly and efficiently. Updates on information such as flight times, departure gates and airport amenities can now be at passengers’ fingertips.
“Global airport spending on Landside Digital Transformation is expected to reach $4.6 billion by 2023, with many business leaders focusing on how they can leverage technology to improve customer service and passenger flow through the airport. WhatsApp chatbots should be considered a vital tool for doing exactly that.”
Nikhil Shoorji, Managing Director Europe at Infobip, adds: “Airbot Technology’s chatbot goes far beyond answering simple FAQs. The WhatsApp for Business service can be used to send push notifications, share promotional offers at duty free stores and provide contextual follow-ups. For example, if a passenger simply typed the word ‘pizza,’ the chatbot would reply with a list of all the airport restaurants serving this type of food and will follow-up by offering directions.
“WhatsApp is the perfect channel to reach passengers across the world. With two billion users across 180 countries globally, the channel will quickly become the go-to platform for businesses in the coming years. This partnership will help airports across the globe deliver the very best customer experience as they re-open their doors.”
From initial enquiry, airports can go live with their own WhatsApp chatbot within just two months.
Riyadh Airport became the first airport in the world to launch a WhatsApp chatbot last year. The entirely automated service is available in both English and Arabic and was used by 130,000 users in its first month. To date it has received an average customer feedback score of 4.5/5.
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks.
Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
About Airbot Technology Ltd
Airbot Technology Ltd is a leading software and technology company that powers the global travel industry. Its main product, Airport AI, is the market leading Automated Customer Service (ACX) platform for the airport industry. It enables airports to automate customer-facing processes with a combination of Conversational AI and process automation. The platform is already used by more than 30 airports across the world, including global hubs such as Frankfurt Airport, Gatwick Airport and Sydney Airport. It is designed to deliver the scale and impact that transforms customer support from a cost centre to profit centre for airports of all sizes. Airbot Technology Ltd was founded in 2016 and is headquartered in London, UK, with offices in Porto, Portugal.
For more information, visit https://www.airport.ai/