12 March, 2019: AAeromexico, the flag carrier airline of Mexico is all set to integrate SITA WorldTracer baggage tracing service. With the help of the sophisticated artificial intelligence, the airline will now be able to serve its customers efficiently via its chatbot to answer queries about the location of their baggage.
The chatbot, called Aerobot, can be used on WhatsApp or Facebook Messenger making it a big hit amongst the customers. The chatbot currently handles more than 90 percent of the customer queries that come through those platforms.
Aerobot will also be able to locate pieces of luggage of Aeromexico’s passengers via SITA WorldTracer. The passenger only needs to enter some baggage information and Aerobot connects them to the latest status of their missing bag on WorldTracer, without the need for agent intervention.
Edouard Piquet, Senior Vice President Customer Experience, Aeromexico said, “At Aeromexico, we strive to serve our customers in the way that is most comfortable and practical for them. Integrating SITA’s service will help us increase our efforts and will lead us to the right path in order to respond efficiently to passengers and get them reunited with their bags as quickly as possible. Thanks to this technology we will be the first airline in the world to offer misplaced baggage assistance via WhatsApp. Clients can check the status of their luggage in real time through Aerobot, which is a result of our continuous commitment to offer the best to our clients.”
Uriel Torres, SITA Director General, Mexico and Central America said, “Aeromexico is the first airline to harness artificial intelligence to improve its baggage services by delivering the SITA WorldTracer services via its customer chatbot. Using our WorldTracer API the service integrates quickly and easily providing the chatbot with the latest data available. We expect that this will be the first of many international airlines using our baggage service technology with artificial intelligence for a better passenger experience.”