Aeromexico to expand use of its Aerobot chatbot

Also introduces new group booking feature

Aeromexico is set to expand the use of its chatbot, Aerobot, and has introduced a new group booking feature.

We reported in late 2016 that Aeromexico launched Aerobot, a chatbot which lets passengers search for flight and other information via Facebook Messenger.

After just six months, the bot has reduced the average customer service resolution time via chat from an average of 16 minutes to down to 2 minutes.

In the same time, the customer service department has gone from 0 to 96% automation.

Aerobot has been being quietly used by passengers for the last six months, but is now about to gain full marketing support. It is the first of its kind to handle any question posed in natural language (in Spanish; English coming soon) about a trip or the company’s service.

This includes everything from checking flight status and purchasing tickets to providing recommendations on other information for their destinations and asking basic information like when to arrive at the airport.

Aerobot has also added its newest Chat Extension feature. This is a group booking, which eliminates the need to coordinate tickets for multiple family or friends through email and phone calls.

Brian Gross, vice president of digital innovation, Aeromexico:

“Mexicans are some of the most avid users of social chat platforms, such as Facebook Messenger and we saw a definite gap in what was being done to ease ongoing travelers pain points. As part of our commitment to innovation and with the help of and IV.AI, we were able to build a truly advanced AI brain that was fed historical customer service data in all forms, in order for it to be truly smart in how it handles requests, despite possible language challenges.”

Stan Chudnovsky, Vice President of Product for Messenger:

“How many times have you missed a group trip because you couldn’t reach consensus? We are thrilled that Aeromexico is launching the Chat Extension feature for Aerobot; this is a game-changer for air travel. This feature will allow groups to plan a trip together from within Messenger with the help of the AI customer service chatbot and split payments.”

Aeromexico’s Artificial Intelligence (AI) customer service chatbot was developed with the help of its partners at and IV.AI.

To try out the Aerobot, visit the Aeromexico Facebook page and send a message, or go to (Spanish version).

About Aeroméxico (AM)

Aeroméxico is the flag carrier airline of Mexico based in Mexico City.

Routes: Aeroméxico operates more than 600 flights daily with hubs at the Mexico City International Airport (Terminal 2) and at the Monterrey International Airport. The route network spans 86 destinations on four continents, including 45 destinations in Mexico, 16 in the United States, 16 in Latin America, four in Europe, three in Canada, and two in Asia.

Fleet: Grupo Aeroméxico’s fleet of more than 120 aircraft is composed of the Boeing 787 (Dreamliner), 777 and 737 and Embraer 145, 170, 175 and 190 models. Aeroméxico plans to buy up to 90 Boeing 737 MAX airliners and up to 19 787 Dreamliners.

Alliance: SkyTeam

Image credit: aeromexico

Internet links

Aeromexico (AM)