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How Air Canada uses AI to improve customer relationships

11/24/2017| 5:01:31 PM| 中文

Air Canada has lately been making bold leaps forward on mobile and artificial intelligence with applications aimed to refine the airline’s customer relationships.

Air Canada has lately been making bold leaps forward on mobile and artificial intelligence with applications aimed to refine the airline’s customer relationships.

tnooz spoke with Mark Nasr, Air Canada’s vice president of loyalty and ecommerce, for insight on how the airline’s commitment to mobile and AI will drive its marketing strategy of ongoing conversations with customers.

Air Canada wants to be platform agnostic with conversational interactions on the web, mobile, voice assistant, or personal service. And it plans to be with customers in whatever platforms rise up next.

This month, Air Canada launched new Alexa skills offering customers flight status information, fare quotes, mobile app tips, and general travel information on travel documents, ticket policies, TSA pre-check availability, as well as baggage carousel information.

Air Canada has also applied AI to product marketing through a collaboration with AI marketing content generation platform Persado.

For Air Canada, part of the refinement of the conversion funnel, and of engaging CRM, is a prioritization of mobile which is in high demand by customers. This in turn means a prioritization of voice queries and chatbots.

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TAGS: Air Canada | AI | Persado | air marketing | Alexa
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