Air New Zealand’s AI chatbot Oscar says g’day to Australia
Oscar was launched in February 2017 initially on the airline's New Zealand website to help customers with commonly asked queries, saving them time and offering a more personalised experience than searching through a traditional Frequently Asked Questions section online.
Oscar was the airline's first foray into the field of AI and was launched in beta, allowing him to learn from the questions asked by customers so the airline could continue to build him to meet the needs of his users.
Air New Zealand Chief Digital Officer Avi Golan says Oscar had a 7% success rate on his first day and is now able to provide the answers to customers' questions 67% of the time, which is a great achievement for a young chatbot.
"While Oscar is still a bot in training, we've been delighted with the uptake which means we can increase his presence and introduce him online across the Tasman to help our Australia-based customers with their queries. We know customers generally turn to him when looking for quick answers on the day of travel and for booking flights, with hot topics including booking confirmation, baggage allowance and Airpoints™ queries."
"In the past 90 days Oscar has had around 55,000 conversations, typically receiving between 300 and 350 queries a day. On a busy day, he'll receive more than 1,000 queries, with his peak demand times mirroring those of our call centre."
"In preparation for his promotion to Australia, Oscar has also been kept busy learning some distinctive Aussie lingo and sayings," says Mr Golan.
As well as helping customers with their queries, Oscar can sing, tell jokes and has also recently been launched on Air New Zealand's mobile app to help customers on the go.
Issued by Air New Zealand Public Affairs ph +64 21 747 320
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The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognized by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Adria Airways, Aegean Airlines, Air Canada, Air China, Air India, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, Avianca Brasil, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, EVA Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAP Portugal, Turkish Airlines, THAI and United. Overall, the Star Alliance network currently offers more than 18,500 daily flights to 1,330 airports in 192 countries. Further connecting flights are offered by Star Alliance Connecting Partner, Juneyao Airlines.