Accenture Helps Avianca Design and Launch a Travel-Experience Chatbot for Its 28 Million Customers
February 24 2017 - 7:57AM
Business Wire
Accenture (NYSE:ACN) has helped Avianca Holdings SA (NYSE:AVH),
the national airline for Colombia, develop a chatbot to enhance the
airline’s digital customer experience by providing travelers with a
range of helpful travel-related services and real-time
information.
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Avianca's Carla chatbot is one of the
first in Colombia. (Graphic: Business Wire)
The Facebook Messenger chatbot – named Carla and based on an
existing prototype from Accenture Interactive – opens an intuitive
new channel for customers to interact with Avianca. Carla enables
Avianca’s customers to confirm itineraries and flight status,
locate luggage and for domestic flights in Colombia travelers can
actually check-in through Carla all using a mobile device.
Customers can also consult Carla regarding ticket refunds and use
it to provide real-time feedback to Avianca’s customer service.
Carla supports several travel-related queries beyond those
provided by single-purpose industry chatbots. For example, Carla
can also show customers weather forecasts for their destinations,
and alerts can easily be set to remind travelers to pack their
passports or pick up clothes at the dry cleaners before heading to
the airport. In the future, Carla will be able to translate words
and basic phrases, such as “I’m allergic to peanuts” from Spanish
to six languages, including English, Japanese and Chinese.
“Carla enables us to connect with our more than 28 million
customers in a simple, intuitive way, offering helpful services on
a platform they use daily and is one of the first virtual
assistants to be launched in Colombia,” said Rodrigo Trevizan,
digital experience director at Avianca Holdings S.A. “Carla marks
Avianca as an innovator in the airline market, as we continue to
take advantage of the newest digital technologies to meet the
individual needs of our travelers.”
Accenture and Avianca developed and launched Carla in just six
weeks, leveraging the existing prototype and collaborating with
Accenture Interactive customer experience specialists as well as
mobility and industry experts from across Accenture at the
Accenture Mobile Apps Studio in Madrid.
“Chatbots open up a new way for people to plan and manage
travel,” said Jonathan Keane, managing director of Accenture’s
Aviation practice, “Carla offers Avianca’s customers a fast, easy
way to interact, helping them build stronger customer relationships
and improve service.”
Anatoly Roytman, head of Accenture Interactive in Europe and
Latin America, said: “The time of lengthy development cycles is
over. Brands wanting to stay ahead of customers’ increasingly
liquid expectations need to rapidly ideate, test and deploy new
digital experiences as customer experiences are evolving as we
speak. This offers tremendous opportunities to companies such as
Avianca that are eager to try something new, fast.”
Co-located, Agile Collaboration in Accenture Mobile Apps
Studio
The Accenture Mobile Apps Studios are part of the Accenture
Innovation Architecture, which helps clients develop and deliver
disruptive innovations, and to scale them faster. In a co-located
studio environment, clients have access to the latest technologies
and can use the established processes, tools and infrastructure
needed to rapidly ideate, design and prototype solutions ready for
deployment.
Carla, Avianca’s chatbot, will be available to view by
appointment at the Accenture booth at Mobile World Congress as part
of the Accenture Innovation Architecture showcase. To schedule a
demo, please contact Joanna Vos.
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched
experience and specialized skills across more than 40 industries
and all business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of business
and technology to help clients improve their performance and create
sustainable value for their stakeholders. With more than 394,000
people serving clients in more than 120 countries, Accenture drives
innovation to improve the way the world works and lives. Visit us
at www.accenture.com.
Accenture Interactive, part of Accenture Digital, helps the
world’s leading brands drive superior marketing performance across
the full multichannel customer experience. Accenture Interactive
offers integrated, industrialized and industry-driven digital
transformation and marketing solutions. It was named the world’s
largest and fastest-growing digital agency in the latest Ad Age
Agency Report. To learn more follow us @accenturesocial and
visit www.accenture.com/interactive.
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version on businesswire.com: http://www.businesswire.com/news/home/20170224005062/en/
AccentureStefanie Schumann, + 1 847 722
4144stefanie.l.schumann@accenture.comorAccenture InteractiveJens R.
Derksen, + 49 175 57 61393jens.derksen@accenture.com
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