Air New Zealand says kia ora to Alexa
Air New Zealand is set to become one of the first airlines in Australasia to launch on Amazon’s digital assistant Alexa.
The device hits stores in New Zealand and Australia in early February with an Air New Zealand feature to be made
available through the Amazon Alexa skill store that will allow its customers to conveniently check their flight status.
Air New Zealand Chief Digital Officer Avi Golan says launching on Amazon Alexa is an exciting step and will provide
customers with another convenient channel to engage with the airline.
“Voice is an increasingly popular channel in this market and to ensure we use it effectively we’ve spent considerable
time researching user habits on voice services. What we’ve learnt is using services like Alexa can require a step change
in behaviours so it’s been critical that we keep our skill simple initially and make it easy for customers to use.
“Imagine having your hands full making last minute travel preparations and being able to ask Air New Zealand to confirm
your flight time without having to manually look it up on a device. As more people become familiar with this type of
technology we’ll look to build on what we can do,” says Mr Golan.
Air New Zealand’s Alexa skill will initially be available in New Zealand and Australia but the airline will look to roll
it out to additional markets as well as add further skills in the future.
The airline has been increasingly experimenting with Artificial Intelligence. Last year it introduced its online chatbot
Oscar to assist customers with commonly asked flight, baggage, lounge and Airpoints™ queries. His performance has
steadily improved with every interaction and today he averages more than 900 conversations per day with customers and
boasts a conversation success rate of more than 70 percent.
Ends