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.
One company to see an enormous shift to chat apps in its customers’ usage patterns is Transavia, part of Air France-KLM in Europe. 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 Transavia’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.
Transavia 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 “Transavia 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 also keeps Transavia a step ahead of the competition.
accelerate time to market and time to value
leverage digital tool of choice
ensure direct access to customer interaction habits
machine learning for real-time system improvement