Yesterday we were talking about the major trends in customer experience in hotel distribution and the importance that the sector was giving to voice interfaces. Unsurprisingly, the airline industry is moving in the same direction and Air France will be offering a number of services to its customers via Amazon’s Alexa voice assistant.

It will therefore be possible for a customer to request a flight schedule, boarding information or onboard services.

Some examples of things that the client can ask the assistant:

“Alexa, ask Air France the status of my flight to Tokyo”, “Alexa, ask Air France what time flight AF008 takes off”, “Alexa, ask Air France from which terminal flight AF1234 leaves” or “Alexa, ask Air France if there is Wi-Fi on flight AF348”

“Air France, which gate does my flight leave from”?

To take advantage of this feature you will have to:

1. Select a Skill, by accessing the Alexa Skills store directly from the Alexa application or onwww.amazon.fr/skills.
2. Activate the Skill. Click on “Activate” or ask: “Alexa, open Air France”.
3. Use the Skill. To use the Skill, simply ask a question.

Air France joins, among others, Ryanair, Transavia, Air Canada, United Airlines, Korean Air, and Air New Zealand already present on Alexa.

At TravelGuys we look at the subject with interest but without haste. It is obvious that tomorrow natural language interfaces (voice and text) will support most of our interactions with airlines, hotels, airports… However, today these services that only allow us to have information are a nice to have but we don’t think they will transform the customer experience.

Voice assistants: not yet a revolution

Tomorrow, when the entire reservation or complaint process can be done by voice or when we can check-in by voice, we will have passed a milestone. For the moment, the airlines can’t not go there, it’s a way to take date and to show a little modernity without expecting much. But the limit today lies more in the capabilities of an Amazon Alexa or a Google Home than in the creativity of marketing departments or the ability of airlines to develop services that make the most of these assistants.

Articles similaires

Chatbot, payment, biometrics, WiFi: Air France presents its latest digital innovations How I was excluded from the Air France referrer client club, Editorial: Air-France and Flying Blue, our unloyalty program Transavia launches low-cost medium-haul service…. #DEGRAD19 2nd edition: Which airlines make you travel in the best conditions this summer? End of customer service on Twitter: what impact for passengers?