Aeromexico VP of digital innovation Brian Gross stated promotions through of the airline’s chatbot, which runs on both WhatsApp and Facebook Messenger, have clickthrough rates about 10 times higher than normal email promotions (venturebeat.com, 09-Feb-2018). Commenting on the chatbot, Mr Gross said: “You can ask any question and it will detect your intent… It’ll detect if you want to shop for tickets, or look at flight times, if you want to check in, if you have a question about luggage or pets, if you want a map of the airport, or if you want to change your ticket”. He said chat “gives us is a two-way channel of communication, letting us establish a continuous relationship with a much broader range of people”.
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