Pioneer the Futuristic Customer Journey – Artificial Intelligence, Chatbots, Voice Search, Video, Virtual Reality and Robots Voice-enabled search, Chatbots and Artificial Intelligence powered Marketing, Virtual Reality presents a whole new frontier for the Airline & Travel customer #ArtificialIntelligence #Chatbots #VirtualReality #VoiceSearch #Robots

1. Pioneer the Futuristic Customer
Journey – Artificial Intelligence, Chatbots, Voice Search,
Video, Virtual Reality and Robots
05 June 2018

2. Source : We are Social

3. Digital Evolution
Source : Cognizant

4. Classic Airline Customer Journey
Source : uxpressia

5. Modern - Airline Customer Journey

6. Futuristic - Airline Customer Journey
Voice Search
Virtual Assistant
Artificial
Intelligence
Self driven shuttle
Robot
Personalised
Content
Virtual Reality

7. Voice Enabled Search

8. Voice Search
• 40% of adults now using voice search once a day
• It enables us to search faster (we speak 150 words per
minute vs type 40) and do so hands-free.

9. Transavia – Google Home Case study
Together with Transavia Mirabeau has
created the Transavia Voice Assistant: by
talking to Google Home or Amazon Alexa,
passengers can easily explore travel
destinations and book their tickets.
Source : Mirabeau
Hey Google, Ask
Transavia for beach
destination in July
You already know how
long you want to stay?
2 weeks
I found 9 countries you
can fly to. Our best deal
starts with EUR 66 to
France and EUR 83 to
Spain. Which country
would you like to go?
Spain. Could you send
this to me?
Deal details
sent to user’s
phone

10. New United skill on Alexa!
Your voice and the simple command “Alexa, ask United” kicks it all off
The new United skill gives Alexa the power to “ask United”
• for flight status information and what amenities are on your flight
• To check you in for your United flight if it’s within the U.S.
• what is my account balance" or "What is the date of my last deposit"..

11. KAYAK skill on Alexa!
Track a flight
“Alexa, ask KAYAK to track Delta flight 1109.”
"Alexa, ask KAYAK to notify me when Delta flight 1109 landed.”
"Alexa, ask KAYAK to notify me 20 minutes before Delta flight 1109 lands
Discover new destinations on your budget
“Alexa, ask KAYAK where can I go for 500 dollars.”
Search for rental cars
“Alexa, ask KAYAK how much it costs to rent a car in Chicago.”
Set a default airport
“Alexa, tell KAYAK to set my home airport to Boston.”

12. Source : KLM

13. SCREENS MAY BE A TRAVEL GAME-CHANGER
Partners such as Kayak will be
able to add search results in
response to user queries in a
more digestible fashion.
Amazon’s move to add a 7-
inch touch screen to the Echo

14. Points to consider
• Business model
• Licensing Fees for use
• Cost-Per-Voice-Request (referral fee)
• Cost-Per-Acquisition (CPA) for booking coming from Voice-search
• CRS Voice Search Enablement
• Voice Search Optimization (VSO)
• Content Strategy

15. AI powered Customer Service
Chatbots & Virtual Assistant to assist customers
throughout the “Customer journey”

16. Some bots servicing Travel Industry
Skyscanner Pana Claire
Mildred by
Lufthansa
Cheap-O-AirAlisonSofiaClaraIcelandairAerobot
Kayak Hipmunk
GuestU
KLM
Chatbot
Fin
TobyUIAhelperVolaris Oscar

17. Nina the Travel concierge by Caravelo
Turn messenger platforms into a channel for sales and servicing
NINA enables a personalized and ‘always available’ direct relationship with your
passengers with the use of Chatbot technology
FEATURES, UTILITY, DEPLOYMENT
•NLU based flight search with in-chat payment
•Answer questions with contextual responses
•Multiple language capability
•Connected to multiple messenger platforms
•Fully white-label solution: your brand assimilated in every
interaction
•Seamless integration with airline PSS and other systems
Source : Caravello

18. Chatbots
Realise personalised and always available direct
relationships with your customers
Deliver a truly personalised, one-to-one experience
• Every interaction is personalized and as unique as the
traveler
• Know what is relevant, what is required and offer it at the
right time
• Learn from every interaction and evolve the proposition
through machine learning
Enable a seamless journey for the ever connected traveler
•Booking decisions are fully informed, quick and personalised
•Amendments and modifications are instant and hassle free
•Ancillaries are relevant based on learned requirements
•Frictionless and resource improved response to disruption and
customer care
Source : Caravello

19. KLM - Chatbot
booking confirmation Boarding Pass24 hour check in reminder Delay Notification
Nexmo Chat App API integrates
with Salesforce CRM
Facebook Messenger plugins / API
Source : KLM

20. KLM Royal Dutch Airlines + DigitalGenius: People, Supported by
the AI Technology
• KLM Royal Dutch Airlines is taking the next step in social servicing by using artificial
intelligence (AI) to help answer customer questions.

21. Mildred by Lufthansa – Help you to find best price

22. Mildred by Lufthansa

23. AI powered Marketing to better engage with the
customer throughout the “Customer journey”

24. Boxever - Drive higher engagement and conversion
• Predictive Segments to better target your email campaigns
for increased conversions (refresh every 24 hrs)
• Targeted messages that actually impact behavior
• 100 of options for responsive personalization
• Identify every customer on your website
• follow their journey along the way, from landing page
through conversion and beyond, to return visits
• Build out a rich guest profile
• Combining fragments of data from separate
sources by accurately modeling omnichannel
customer transactions and behaviors
Source : Boxever

25. AI-Powered Email Personalisation

26. Personalised Emails
• These emails feature content which is custom tailored for each
individual recipient, using AI engine to achieve a 1:1 level of
personalisation.
Personalised Email have better Open Rate
Further Insights:
• The subject lines for personalized emails are
provided by the AI engine.
• The AI engine personalised the subject line based on
each user’s interests.
Further Insights:
• The personalized emails featured articles or products
recommended by the AI engine.
• The recommendations are based on each user’s
interactions and behavior on the website.
CTOR for personalised emails are higher than static emails.

27. Machine Learning + AI
Scaling True Personalization
• Data is more valuable than everything else.
• Machine Learning : gives computers the ability to learn without being
explicitly programmed.
• Pattern Recognition : is easy with two things…hard with a million.
• Algorithms : learn from and make predictions on data.
• Search Engines : data + machine learning + artificial intelligence.
Source : Emarsys

28. A/B Testing Evolution for Optimisation : The Move towards AI
Source : Fusion

29. The “Age of the Customer” in airlines
with Salesforce Einstein: AI for the World's Smartest CRM
Japan Airlines aligns employees to improve service in the skies
DELTA AIR LINES
“We ask questions and get answers in real time.”
Airbus is leveraging the predictive capabilities of Salesforce
Einstein to “make predictions and recommendations that
optimize the customer experience”.
Virgin America Taking the guest experience to a whole new level
• Optimising B2B sales efficiency
 create a single customer view across organisational silos,
provide tools for analytics, bring CPQ optimisation and
automate the processes.
• Creating personalised, seamless journeys
 provide more meaningful connections with the passengers across all
touch points.
 Based on a deep 360-degree view of the customer (including
information such as flight data, preferences, shopping habits,
location in the airport
This has a significant impact on customer satisfaction and ancillary sales
• Rapidly digitising processes
 Agility is key to airlines. Many fast moving airlines are utilising apps
to rapidly digitise passenger-facing processes, such as
compensation, and internal ones, like the Turn-Around process.
KLM
“With the help of Salesforce, our 24/7 customer service department
uses social media as an end-to-end source for solving any queries.
Source : Salesforce

30. Dynamic Pricing & Offers

31. Offer Optimisation (AI powered)
Source : PROS
Insights
that create
Conversion
& Lift

32. Dynamic Pricing & Personalisation
Source : PROS

33. Source : Amadeus

34. Personalised Push Notifications – AI powered
• Artificial Intelligence powered push
notifications to truly engage
audiences at a 1:1 level.
• Every aspect of a customer’s
engagement including factors like
their device type and previous
interactions with your brand’s push
notifications are taken into
consideration to build them right.

35. Robots

36. Pepper - A humanoid robot with artificial
intelligence at Munich Airport
Young Daniel asks Josie Pepper the way to the nearest play
area. The lady robot answers without hesitation
Pepper welcome passengers and answer their questions
about shops, restaurants and flight operations.
IBM Watson Internet of Things (IoT) cloud-based, artificial
intelligence technologies are behind Josie Pepper’s capabilities.

37. KATE, SITA’s robot check-in kiosk
Kansai Airports, the operator of Kansai International Airport (KIX) and Osaka
International Airport (ITAMI), is working with SITA on a trial the kiosk.
Powered by artificial intelligence and geonavigation, KATE will autonomously move
to congested areas in the airport with the aim to reduce check-in queues.
Source : SITA

38. Intelligent Baggage Tracking
Using AI, intelligent machines will enable baggage to be
autonomously managed from the moment a passenger checks
in their bag to when it arrives at the destination – all without
human intervention.
For example, in this vision of the future, autonomous loaders
could be used to transport bags between the terminal and
aircraft. Baggage data will also allow airlines and airports to
provide passengers more relevant information on their baggage
as it makes its journey from departure to destination.
Source : SITA
Airlines to keep track of each bag and share that tracking
information with all involved.
International Air Transport Association’s Resolution 753
Combined with AI tools such as machine learning, robotics and
predictive analytics, to create greater efficiencies in baggage
operations and, ultimately, to improve our passengers
experience.

39. Connie – the robot concierge of Hilton
Hilton and IBM together with WayBlazer built a Watson-powered concierge robot
Hilton has tested an artificial intelligence-
powered concierge robot for its chain of
hotels in the US through a partnership with
IBM's Watson program. The automaton,
called "Connie" after company founder
Conrad Hilton, can already be found in the
Hilton McLean hotel in Virginia. Guests can
ask it questions about nearby restaurants,
tourist attractions, and hotel information, but it
can't check them in quite yet.
Ask Connie
• about your checkout time,
• how to get to the gym or
• even the top sushi recommendations in the area
Connie learns from each guest interaction
and continually builds his knowledge.

40. Drive Passengers in self-driving shuttle from 2021
• Deployment of 2021 onwards on the airport grounds for the
transport of passengers, visitors and staff on the route between the
terminal and Brucargo

41. Virtual Reality

42. VR is a new Content Marketing
• Two major usages in the Travel Industry:
• Inspiration
• demonstration.
It is an extremely powerful selling tool most of all because it is visual! This technology takes you on virtual
journeys in a complete immersive way.
• Airlines: demonstrate an aircraft cabin, select one’s seat
before booking, demonstrate their Business Lounge
• Hotels: demonstrate all types of rooms, room views,
amenities…
• Airports: experience the whole passenger journey as soon
as the traveler arrives at the airport: information desks,
check-in, security, shops, lounges, gates, boarding,
transfers…
• Destinations (DMOs): demonstrate monuments, natural
wonders…

43. Oculus Rift, GO, Gear and Accessories

44. 3D 360º Immersive Seat Map
The Future of Airlines Seat Maps Visualisation
• 3DSeatMapVR is a visualisation engine that provides the customer
with a detailed immersive view from the exact position chosen on a
seatmap, both during purchase process or in landing pages like “Our
fleet”.
Source : Renacens

45. Lufthansa VR experience
• Lufthansa uses VR to sell last-minute upgrades to Premium Economy
at the gate in Frankfurt Airport hub
Selling upgrades at the gate
Lufthansa has recently trialled an innovative way to
sell upgrades to Premium Economy at the departure
gate
By inviting passengers to put on some VR glasses and
take a 360 degrees view of how the Premium
Economy seat and cabin looks
Source : Lufthansa

46. Gatwick Uses AR To Help Passengers Navigate
The Airport
• Gatwick airport install navigation beacons that can interface with
smartphones for AR navigation.
Gatwick Airport has installed over 2000 beacons throughout its
two terminals in order to provide passengers with an indoor
navigation service that can direct them to locations such as
check-in terminals, departure gates and baggage claim.

47. SkyLights Unveils New AlloSky Headset and
Slew of Airline and Content Partnerships
• SkyLights’ second-generation
immersive cinema headset
called AlloSky, launched on Air
France, Joon, Corsair and Jetfly.

48. Qantas has already rolled out VR sets for first class
passengers on some select flights between
Australia and Los Angeles, with encouraging results.

49. Avegant Glyph
Phitek is working with Avegant to explore turning the Glyph, which is currently a consumer product, into
an in-flight entertainment device offered by airlines. The Glyph simulates the experience of watching an
80-inch television screen that’s about 5 feet away, but, because it’s semi-immersive, it would allow
passengers to retain awareness of their surroundings.

50. Inflight VR
Virtual Reality is the future of Inflight Entertainment
Virtual Reality could be the future of Inflight Entertainment
The long-term vision is to have premium VR headsets integrated in the seat, guaranteeing a high quality
experience.

51. Key Take Away
• Voice Search Will Change Travel Marketing Faster Than You Think
 Much of voice search is prospective, and so the lasting impacts on the hospitality industry remain to be
seen. As the voice search landscape evolves, we will continue to see rich areas of customer engagement via
voice search and revenue opportunity develop.
• With Artificial Intelligence (Chatbots, NLP, Predictive Analytics)
 Know your customers to make smarter / personalized offers
 Increase Conversions & cross selling opportunities
 Realise additional revenue opportunities
• Robots
 Reduce / Remove pain points
 Ease Customer Journey at the airport
 Provide with useful information
• Virtual Reality (Videos,..)
 Inspiration & Demonstration
 Immersive Customer Experience
 Future of Inflight Entertainment

52. Resources
• https://customerthink.com/5-ways-customer-journey-mapping-can-transform-your-business-right-now/
• https://uxpressia.com/personas-online-tool#features
• https://skift.com/2017/05/10/amazon-echo-hears-a-challenge-from-google-in-voice-powered-travel-
search/
• https://www.caravelo.com/nina/
• https://www.mirabeau.nl/en/articles/cases/transavia/book-your-tickets-with-the-google-assistant
• https://www.pros.com/wp-content/uploads/2017/05/PROS-TLP_Accelerate-Your-Journey-to-Modern-
Commerce.pdf
• http://www.traveldailymedia.com/kate-sitas-robot-kiosk-debuts/
• http://3dseatmapvr.com/
• https://relay42.com/
• http://www.boxever.com/solution-overview/

53. Youvraj Seeam
yseeam@airmauritius.com
youvraj-seeam
@yseeam
THANK YOU