Posts in NINA
The how, where and why of chatbots: an industry guide

Caravelo and SimpliFlying are proud to provide a guide to automated agent technology in this month's issue of Airline Marketing! We believe chatbots are perfect for micro-engagements; for enabling digital self service and for boosting ancillary revenue. In “Retailing in micro-moments” Dirk Singer highlights why messenger channels are a great place to retail ancillaries.

The Chatbot Hierarchy of Needs

In the 1940’s, Maslow defined the hierarchy of needs: for humans. 70 years on, automated agents, or bots, are commonplace. We interact with programmatic responses every day and the implementation of these automated agents is a multi-billion dollar industry.

So with bots now a critical part of the global workforce, isn’t it time we imagined a digital hierarchy of needs?

If bots made resolutions…

Every year around this time we humans make declarations of self improvement for the 12 months ahead. Most of the time these resolutions are forgotten about by Easter. But what would bots make as resolutions, and how would they stick to them across the year?

We sat down with five of our chatbots and their trainers to understand what they are promising their customers for 2019.

Not all of our intelligence is artificial: meet the Caravelo trainers

In 2018 chatbots have become commonplace. Their ubiquity underlines just how easy it is for automated agents to enable greater customer service and retailing. The AI behind bots is open to everyone and the difference that exists between good bots and not so good bots is not the machine learning, but the thought models and training that are behind it.

Here at Caravelo we have a great team of bot trainers whose job it is to take the ambition of our customers and bring it to life in conversation form.

The future rise of the digital HR assistant

By 2037, the airline industry is forecast to grow to over 60,000 aircraft. This will drive the need for about 1 million additional flight crew. A great many will be new entrants to the world of work, millennials and Gen Z whose expectations of how they are engaged as a workforce is purely through digital channels.

The administrative burden and complexity of just the addition in flight crew will need to be met via technology to protect margins and meet their expectations.

It’s not about Chatbot vs. Live Chat: successful customer service blends the two

We read a paper recently that claimed that the new frontier of customer service will be delivered by chatbots replacing the concept of live chat.

We disagree. As chatbot builders, having successfully launched 6 bots to the industry, we know that a bot only approach to customer service is doomed to fail. We know too that companies that utilize bot technology as a compliment to its service agents create a strong interlined team of digital and human.