How Air Canada Uses AI to Improve Customer Relationships
Air Canada has lately been making bold leaps forward on mobile and artificial intelligence with applications aimed to refine the airline’s customer relationships.
Tnooz spoke with Mark Nasr, Air Canada’s VP of loyalty and e-commerce, for insight on how the airline’s commitment to mobile and AI will drive its marketing strategy of ongoing conversations with customers.
As Nasr says:
“There’s really a proliferation of channels which allow for conversational commerce both from a voice perspective and from a traditional tech perspective; channels like Facebook Messenger, for example.
“We believe that nowadays customers have certain preferences that they’ve developed, based on their wider digital habits, of how they like to interact with their tablets, smartphones and computers, and the mode in which they want to communicate.
“It’s our point to be present and available across those different channels, and make ourselves available by the preferred mode of the customer.”