Air New Zealand leads the way with the Google Assistant
The airline's customers are now able to ask Air New Zealand about a range of topics via the Google Assistant, including check-in and baggage limits, using a range of devices.
Air New Zealand Chief Digital Officer Avi Golan says launching with the Google Assistant opens up more options for customers to interact with the airline.
"Voice is a growing channel and therefore it's important that we offer this as an option for customers to interact with us. We see voice as playing a particularly useful role on the day of travel, giving customers who may have their hands full with last minute travel preparations, the ability to check travel information without having to manually look it up on a device."
The airline has been increasingly experimenting with Artificial Intelligence. Its chatbot Oscar has been assisting customers with commonly asked flight, baggage, lounge and Airpoints™ queries since his introduction in February. His performance has steadily improved with every interaction and today he as an average of 900 conversations per day with customers and boasts a conversation success rate of more than 70 percent.
"Our Google Assistant app is backed by the same in-house developed Artificial Intelligence (AI) technology that powers our chatbot Oscar and we've applied learnings and insights gleaned from Oscar's introduction to build our Google Assistant offering," says Mr Golan.
Air New Zealand will look to further develop its Google Assistant capability in the future, including introducing the ability to sign into a booking or Airpoints™ account to enable even more personalised responses.
The Google Assistant is available across devices, including on eligible Android 6.0+ and iPhones, Android TVs and smart speakers like Google Home (in Australia).
Issued by Air New Zealand Public Affairs ph +64 21 747 320
About Star Alliance:
The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognized by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Adria Airways, Aegean Airlines, Air Canada, Air China, Air India, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, Avianca Brasil, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, EVA Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAP Portugal, Turkish Airlines, THAI and United. Overall, the Star Alliance network currently offers more than 18,400 daily flights to 1,300 airports in 191 countries. Further connecting flights are offered by Star Alliance Connecting Partner, Juneyao Airlines.