British Airways adds emojis to its chatbot

British Airways adds emojis to its chatbot
British Airways passengers can get holiday advice using emojis

British Airways passengers can now interact with its chatbot by using emojis.

Passengers chatting with the bot are asked a number of questions and they reply using emojis.

The bot then recommends a holiday destination to suit their personality and mood.

BA says that a recent survey showed that for many passengers emojis are now more important than words.

The poll found that 61 per cent of people find the online characters a more meaningful way to communicate than words or text.

Rob McDonald, British Airways’ head of marketing:

“Three in five of the people we spoke to said that they find it easier to convey how they are feeling with the use of an emoji, so giving customers the chance to speak to us with them takes choosing a holiday to a much more exciting and engaging level.”

The bot has been created especially for British Airways Unforgettable Sale and is available until January 31

Passengers access the bot via British Airways’ Facebook page or via the following link on a phone which already hosts the Facebook messenger app: https://www.messenger.com/t/britishairways

British Airways’ emoji-bot was built by Ogilvy using Chatfuel, a leading bot building tool.

N.B. Image credit: British Airways

Internet links

British Airways (BA)