Intended to increase customer satisfaction, Lufthansa Group passengers may now avail chatbot service on the Facebook Messenger app which can be used by all Lufthansa, SWISS and Austrian Airlines customers.
The dialog language is English. The bots are constantly being developed and will also be made available on other channels such as airline apps, airline websites or other messenger services such as Whatsapp.
The chatbots Elisa (Lufthansa), Nelly (SWISS) and Maria (Austrian Airlines) – based on the names of the first female flight attendants of each of the three airlines – are now also available to customers around the clock everyday.
The new digital customer service complements the existing service. Simple questions can thus be answered quickly. In addition, the service centres are to be relieved so that they can concentrate on customer inquiries that the bots cannot answer.
To start the dialogue with one of the digital helpers, the customer only needs the Facebook Messenger. If this is already present on the smartphone, it is sufficient to enter lh.com/bot, swiss.com/bot or austrian.com/bot in the browser. The Facebook Messenger can also be used without a Facebook profile using your own mobile phone number.
The flight status can be queried as well as information about delayed or cancelled flights. If a flight is cancelled or the customer misses his connecting flight, the passenger can use the chatbots to make their own re-bookings.
Either he is shown a rebooking that has already been made automatically or he selects a new flight to his destination from the alternatives offered. The chatbots of the Lufthansa Group’s network airlines are the first bots in the world to enable rebooking.
If the digital assistants do not know what to do, the chat can be forwarded directly to a service centre employee. In the future, they should also provide specific answers on free baggage allowances, the whereabouts of baggage or push notifications in the event of delays, cancellations or gate changes.