As we have built a number of airline chatbots at Caravelo, we designed conversational flows to display flight bookings. Chatbots were required to display a flight itinerary by inputting and validating booking parameters, such as a reference code and personal details to match.
Instead of common data input fields, a couple of questions were created to ask users their details and recognise them using natural language understanding (NLU).
The Request
- To minimise booking queries with the contact centres
- Allow in-chat reservation display without opening a website
- To utlise Facebook Messenger's Itinerary Template
Process
- Worked with developers and product managers to outline development required
- Established what inputs are required for managing a booking
- Created conversational flow for obtaining correct details accurately
- Created fallback error messages: when booking/user details incorrect
- Added Facebook "Send to Messenger" deeplinks buttons with data carrying booking information (allows immediate retrieval in-chat)
- Created follow up options (upon displaying a booking) based on popular user queries
Result
- On average 60% of new bookings are opened on Toby
- Booking retrieval and resend email reduced contact centre queries significantly
