Iberia, always online
Omnichannel
Omnichannel
One of the main success stories of projects that began with an innovation pilot and then we scaled up has been that of omnichannel. In the second edition of iAGI Accelerator, we identified a startup together with which we decided to co-develop a new chatbot service for the iberia.com website called iBot.
After the success of the test, we embarked on a greater challenge, to build an assistant on one of the most used platforms in the world, Whatsapp. The WhatsApp communication service allows our customers, among others, to check the status of their flight, obtain general information about their trip and carry out their check-in. Always with the objective of accompanying them in the best possible way, when and how they need it.
Objectives
01
Instant information on the status of your flight or any aspect related to Iberia
02
Be where our customers need us in a personalized way
03
Efficient customer service channels, increasing the capacity for simultaneous inquiries
Impact
300%
of growth in the use of this channel only in 2020, in addition, this solution has allowed us to efficiently and massively inform customers of all the news and changes
+800,000
monthly sessions currently
+45
use cases
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