Mobile Technology Application in Aviation: Chatbot for Airline Customer Experience

Sufi Dzikri Sarol, Mohammad FakhrulNizam Mohammad () and Nor Aida Abdul Rahman
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Sufi Dzikri Sarol: Malaysian Institute of Aviation Technology, Universiti Kuala Lumpur
Mohammad FakhrulNizam Mohammad: Universiti Kuala Lumpur
Nor Aida Abdul Rahman: Universiti Kuala Lumpur—Malaysian Institute of Aviation Technology (UniKL MIAT)

Chapter Chapter 5 in Technology Application in Aviation, Tourism and Hospitality, 2023, pp 59-72 from Springer

Abstract: Abstract Effective communication between customers and businesses is crucial. Enhancing the communication between customer and company are non-ending efforts that require continuous improvement and approach. In the emergence of new technologies, the transmission of information through technology as a platform adds to more challenging initiatives performed. More enterprises adopt artificial intelligence (AI) to increase operational efficiency, eliminate costly errors, and increase customer satisfaction. Time spent by passengers interacting with airlines is minimized through the use of a practical application that supports their needs, integrated with the natural language processing, conversational agents, or Chatbot’s serving as virtual assistants. Artificial intelligence shall assist airline customers in acquiring more accurate related information such as flight booking, schedules, and updates. This chapter offers a multi-focus discussion on initiatives for applying Chatbot systems in the aviation sector, a debate on artificial intelligence technology used in improving communication, enhancing natural language interactions, and the usability response from selected airlines passengers’ feedback on the improved systems.

Keywords: Airlines; User satisfaction; Automation; Business performance; System interface; Chatbot; Usability (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-19-6619-4_5

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DOI: 10.1007/978-981-19-6619-4_5

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