Bluebird Airways has launched a new artificial intelligence agent designed to give passengers immediate access to baggage information and services, eliminating the need to wait for a customer service representative.
The new AI agent allows passengers to ask natural-language questions about the airline's baggage policy and obtain information about carry-on suitcases, checked baggage, transporting pets, musical instruments and special equipment. Passengers can also check prices, add a carry-on suitcase or checked bag to an existing reservation and complete the payment, all within a single conversation.
According to the airline, the initiative is part of a broader program to integrate AI technologies into its customer service operations. The goal is to improve availability and provide passengers with fast, immediate assistance 24 hours a day, seven days a week.
Why Start With Baggage?
Bluebird said it decided to launch the AI agent with baggage services after an analysis of inquiries to its customer service center found that baggage generated more customer inquiries than any other subject.
"Customers expect an immediate response without having to wait for a customer service representative," said Amit Sagi, vice president of marketing and digital at Bluebird Group. "We chose to integrate AI capabilities alongside our customer service representatives to improve availability and provide faster responses. We began with baggage, the subject that generates the largest volume of inquiries, and this is the first step in a broader initiative to expand the company's use of AI-based service agents."
The company said it planned to expand the use of AI capabilities to additional areas of customer service in the next stage. The expansion is part of its strategy to make advanced digital services more accessible, reduce waiting times and improve service throughout the customer journey.
