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TRAVEL & HOSPITALITY

Airliner's Flight Search Chatbot Leads to Improved Customer Insights and Bookings


The Challenge

Competing in a digital world requires connecting with customers on their preferred technology via their favorite platforms. Today, this means mobile devices and messenger platforms. Among mobile users who expect to instantly interact with not only each other but also their favorite businesses, chat is quickly becoming the communication method of choice.

Messenger platforms like WhatsApp, WeChat and Facebook Messenger are growing rapidly. So, too, is a wide range of cognitive services that enables smart services to be built within these platforms. This combination provides new and unique opportunities to leverage messaging as a service platform fueled by smart bots.


Our Approach

Our client saw an enormous shift to chat apps in its customers’ usage patterns. As a result, the company needed to find new ways to serve this growing customer base. It also wanted to use more than just a human interface in the solution. Mirabeau, a Cognizant Digital Business, also recognized this shift and began creating conversational interfaces and exploring bot technology.

Mirabeau designed and built a bot that helps people find the best possible flight through Facebook Messenger. It leveraged airliner’s business knowledge and Mirabeau’s experience with customer insights and design as well as its technical expertise. This know-how also permitted quick system adjustments and improvements to be deployed during development.

Digital Tool of Choice Drives Airline Growth 

The airliner recognized the importance of leveraging the most innovative digital technology to remain relevant. The airline knew that the sooner it integrated chat technology, the more prepared it would be when text-based tools take over as the industry standard.

It took mere weeks to complete the initial flight search concept, and customers began buying flights shortly thereafter. The solution’s real-time feedback and analytics functions mean customers benefit from immediate system improvements. This digital innovation keeps the airliner one step ahead of their competition.

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Deploy in weeks

accelerate time to market and time to value

Chatbot channel

leverage digital tool of choice

Real-time dialogue

ensures direct access to customer interaction habits

Analytics data

machine learning for real-time system improvement


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