South KoreaTravel and aviation2017 – ongoingJin Air
JAid AI customer-service chatbot
Jin Air said its JAid chatbot reached about 100,000 users in January 2020
Problem
Customers contacted service-center agents for routine flight and reservation information. Jin Air wanted customers to obtain answers regardless of time or location.
Approach
Jin Air launched JAid in November 2017. Customers used a chat window on its website and mobile channels to request flight schedules or reservation details. The AI chatbot also answered baggage and check-in enquiries.
Results
Takeaway
User growth documented demand for the chat channel. Jin Air did not report resolution rates or quantified staff savings.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Jin Air reported about 100,000 JAid users in January 2020, 17 times the previous January. It described the chatbot's functions and November 2017 launch.
Full details are in the original sources.