Aeromexico are leading the way in answering their customers queries. They have been using Facebook Messenger Chatbots to communicate with their customers.
Aeromexico have said 4 out of 5 of customers ask basic servicing questions, bots respond with pre-prepared answers, but the bots can find a further 15% of answers to questions on the website.
This leaves just 5% of questions being re-directed for human input. This of course reduces costs for the airline but also gives its customers instantaneous answers rather than having to wait for a human.
Other airlines are using or testing Facebook Messenger Chatbots but Aeromexico say they are the leaders in this new innovative way of communicating.