Aeromexico integrates AI baggage-tracking service with customer chatbot

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Mexican airline Aeromexico has become the first operator to integrate SITA’s WorldTracer baggage-tracking service with its passenger chatbot.

The Aeromexico chatbot, called Aerobot, has proved popular with customers who can use it on WhatsApp or Facebook Messenger. Currently, the chatbot handles more than 90% of the customer queries that come through those platforms.

Thanks to the SITA’s WorldTracer application, Aerobot will also be able to help Aeromexico’s passengers locate their luggage. The passenger simply enters some baggage information and Aerobot connects them to the latest status of their missing bag on WorldTracer, without the need for agent intervention.

Edouard Piquet, senior vice president – customer experience, Aeromexico, said, “At Aeromexico we strive to serve our customers in the way that is most comfortable and practical for them. Integrating SITA’s service will help us increase our efforts and will lead us to the right path in order to respond efficiently to passengers and get them reunited with their bags as quickly as possible. Thanks to this technology we will be the first airline in the world to offer misplaced baggage assistance via WhatsApp.”

Across the globe, passengers are happy to use technology to improve their journey. The SITA 2019 Passenger IT Insights, published this week, shows that passengers are demanding more services in relation to their baggage and where these are available, satisfaction levels have surged.

When asked, the majority of passengers said they would use mobile notifications to get information about their baggage at arrival and use their mobiles to track their bags or to report mishandled baggage.

Uriel Torres, SITA director general, Mexico and Central America, said, “Aeromexico is the first airline to harness artificial intelligence (AI) to improve its baggage services by delivering the SITA WorldTracer services via its customer chatbot.

“Using our WorldTracer API, the service integrates quickly and easily providing the chatbot with the latest data available. We expect that this will be the first of many international airlines using our baggage service technology with AI for a better passenger experience.”

WorldTracer allows airlines and ground handlers to find and repatriate lost baggage as quickly as possible. Today, more than 500 airlines and ground handlers at over 2,800 airports worldwide use SITA WorldTracer.

To learn about the latest technologies to improve baggage handling, check out the ‘Technology: Baggage, Systems & Integration‘ stream at the Passenger Terminal Conference, which takes place during Passenger Terminal Expo, on March 26, 27 and 28, 2019, in London.

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Dan originally joined Passenger Terminal World in 2014 having spent the early years of his career in the recruitment industry. As online editor, he now produces daily content for the website and supports the editor with the publication of each exciting new issue. When he’s not reporting on the latest aviation news, Dan can be found on the golf course or apprehensively planning his next DIY project.

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