Qantas launches ‘Concierge’ Messenger bot

Health & Leisure
Thursday, 09 February 2017

 Australia’s Qantas has launched Qantas Concierge, a Facebook Messenger bot that gives customers personalised travel knowledge.

The launch of the bot is part of the carrier’s strategy to give customers faster responses and more relevant information through easily accessible channels.

Kristin Carlos, Qantas head of digital and entertainment said Qantas Concierge is an evolution of the airline’s customer communications, boosting Qantas’ presence on a hugely popular social media platform while offering immediate travel solutions.

“We recognise that different people want to communicate with us in different ways. With over 15 million people on Facebook in Australia, growing our presence with the social networking service makes sense,” said Carlos.

“Qantas Concierge is designed to save customers the time and energy involved in planning a trip while empowering them to self-serve from a virtual library of rich travel content.

"Customers can access sale information and destination inspiration in line with their interests, whether that is beach destinations or amazing Airbnbs around the world.”

Throughout 2017, Qantas plans to grow the chat bot’s capability to offer a full suite of concierge services including operational notifications such as itineraries, flight and gate change updates and boarding passes.

Qantas launches ‘Concierge’ Messenger bot

Health & Leisure
Thursday, 09 February 2017

 Australia’s Qantas has launched Qantas Concierge, a Facebook Messenger bot that gives customers personalised travel knowledge.

The launch of the bot is part of the carrier’s strategy to give customers faster responses and more relevant information through easily accessible channels.

Kristin Carlos, Qantas head of digital and entertainment said Qantas Concierge is an evolution of the airline’s customer communications, boosting Qantas’ presence on a hugely popular social media platform while offering immediate travel solutions.

“We recognise that different people want to communicate with us in different ways. With over 15 million people on Facebook in Australia, growing our presence with the social networking service makes sense,” said Carlos.

“Qantas Concierge is designed to save customers the time and energy involved in planning a trip while empowering them to self-serve from a virtual library of rich travel content.

"Customers can access sale information and destination inspiration in line with their interests, whether that is beach destinations or amazing Airbnbs around the world.”

Throughout 2017, Qantas plans to grow the chat bot’s capability to offer a full suite of concierge services including operational notifications such as itineraries, flight and gate change updates and boarding passes.