"Every day, 10,000 customers contact Aeromexico to ask questions, and many — such as “Is there a charge for checking a bag?” — are so simple they don’t require a human response."
In spring 2017, "Aeromexico started using a Facebook Messenger chatbot to answer customers'' questions, loading an artificial intelligence ''brain'' with 500 common responses, chosen from Facebook, Twitter, and telephone transcripts. The platform serves about 1,000 Spanish-speaking customers per day, handling roughly as many inquiries as two full-time employees could but at a cheaper cost. ''It’s able to interpret any of the ways that any human could ask questions and determine what they’re trying to ask and match it with one of the answers,'' said Brian Gross, Aeromexico’s vice president for digital innovation and strategy." "Using natural language processing, it is capable of interacting with customers in both Spanish and English."
"A neural network trained in thousands of ways to ask any particular question".
500 common responses, chosen from Facebook, Twitter, and telephone transcripts.
The platform serves about 1,000 Spanish-speaking customers per day, handling roughly as many inquiries as two full-time employees could but at a cheaper cost.