Air New Zealand now offers its AI chatbot service to U.S. and Canadian customers.
The chatbot, named Oscar, was previously only available in New Zealand and Australia. It assists passengers with frequently asked questions and a more personalized experience. After a year in use, Oscar assists more than 1,000 passengers each day, successfully answering 75 percent of requests.
The AI solution learns about its role and customer needs over time. Oscar began with a 7 percent request success rate, before climbing to his current status.
“Artificial intelligence has not only given our customers another quick and convenient way for them to interact with us and get travel information, but Oscar has also freed up our customer service agents to focus on handling more complex queries. Oscar has gone down well in Australasia and we’re now excited to release him to North America. We’re hoping the Americans and Canadians find Oscar as useful as the Kiwis and Aussies have,” said Avi Golan, chief digital officer, Air New Zealand.
Not all business, Oscar also sings songs and tells jokes. Oscar is available on the Air New Zealand website and mobile app.
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