Air New Zealand has become the first airline in
Australasia to launch on Google Assistant.
Travellers can now ask Air New Zealand
about a range of topics via Google Assistant, including check-in and baggage limits.
Air New Zealand is also looking at further developing
the Google Assistant capability so that customers could sign in to a booking or
check their Airpoints account and more.
Air New Zealand Chief Digital Officer Avi Golan,
said, "Voice is a growing channel and therefore it's important
that we offer this as an option for customers to interact with us.
We see voice as playing a particularly useful role on the day of
travel, giving customers who may have their hands full with last
minute travel preparations, the ability to check travel
information without having to manually look it up on a device."
The airline has been increasingly experimenting
with Artificial Intelligence. Its chatbot Oscar has been assisting
customers with commonly asked flight, baggage, lounge and
Airpoints queries since his introduction in February. His
performance has steadily improved with every interaction and today
he as an average of 900 conversations per day with customers and
boasts a conversation success rate of more than 70%.
"Our Google Assistant app is backed by the same
in-house developed Artificial Intelligence (AI) technology that
powers our chatbot Oscar and we've applied learnings and insights
gleaned from Oscar's introduction to build our Google Assistant
offering," Mr Golan said.
The Google Assistant is available across
devices, including on eligible Android 6.0+ and iPhones, Android
TVs and smart speakers like Google Home (in Australia).
Air New Zealand.