Finnair has launched its first artificially intelligent chatbot, named Finn.
Contactable via Facebook, Finn can sell flights, tell customers if flights are on time, calculate how much baggage can be taken and redirect customers to the Manage My Booking page if needed.
Finn also answers frequently asked questions, and if Finn cannot answer a question, the message will be delivered to a customer service agent. The chatbot is constantly updating via machine learning.
It communicates in English, but will operate in Finnish and Chinese by the end of this year.
“Exploiting artificial intelligence is an integral part of our transformation strategy,” said Rogier van Enk, vice president, distribution, Finnair. “We are growing and constantly looking for new ways to improve our customer service and developing new sales channels using New Distribution Capability technology.
“We believe that fast developing digital tools will greatly benefit our customers. After the initial stage, Finnair is looking to find a home for Finn in other social media platforms such as WeChat in China.”
Finnair claims that Finn is “the most technologically advanced NDC-solution in the aviation sector” because it offers the possibility to book flights across the whole Finnair network and brings videos and images to instant messaging.
Finnair is a Level 3 certified airline in IATA’s NDC program.
“Finn represents a big step forward for chatbot technology in the airline industry, turning the messenger platform into a channel for servicing and sales,” said Jonathan Newman, commercial director at Caravelo, a solutions company for the airline industry that helped Finnair develop the chatbot.