The document provides a status update on Aeromexico's AI and chatbot project. It discusses that the project aims to develop a chatbot for Aeromexico that can answer customer questions and facilitate ticket sales through messaging platforms. The chatbot is currently able to provide flight information, track flights, and facilitate ticket sales and confirmations, with the goal of expanding capabilities to allow changes, check-in, and delivery of boarding passes. The project has won awards and represents Aeromexico's efforts to utilize new digital channels and artificial intelligence.

1. Aeromexico AI & Chatbot Project
January 2017
Aeromexico Digital Innovation
Status Update to P12

2. • In 2015, Aeromexico launched a large, innovative
e-commerce area
• Insourced day-to-day content, design, programming, digital
marketing, social media
• Staff went from 5 to over 80
• Delivered in 2016:
– New website designed by Work & Co (Virgin America,
Facebook, Target, TripAdvisor sites)
– Our first API, built in-house, powering all channels
– New digital look and feel
– New check-in kiosks
– Chatbot and AI: the logical next step
• Doubled our Web penetration in two years
• Aeromexico is the best Latin American airline in
e-commerce and among the world’s top ten in digital
innovation
About Aeromexico Digital Innovation

3. Our Artificial Intelligence and Chatbot project is winning awards!
Press Release Dec 6, 2016 –
articles in leading national
business dailies El Financiero
and Milenio
AMIPCI (MX Internet Assn) 2 awards on Dec. 1, 2016:
“Best project in the Travel vertical”
“Best project in the Technology category”
*although they didn’t quite understand what Messenger or a
chatbot are…
First airline in the
Americas with a bot

4. Current partners in this Aeromexico project
Yalo
(AI/chat startup)
Guatemala & Mexico City
www.yalochat.com
Javier Mata
Visa
Innovation Center
Latin America
Miami
Filomena Ruffa
Aeroméxico
Mexico City
Digital Innovation
Brian Gross

5. What elements does the project consist of?
• Virtual assistants
(Alexa, Google Assistant, Siri)
• Voice platforms
(Echo, Google Home, Android, iOS)
• Chat with bots and human agents
• Messaging apps like Facebook Messenger
+ Artificial Intelligence

6. Why chatbot now?
• Answer customer questions and sell – automatically, better,
cheaper
• New channel for sales – different audience
• Be present where our customers love to “hang out” – messaging
and social media
– Note that unfortunately Whatsapp, by far the most popular
messaging tool in Mexico, does not support high volume B2C
• Repeat success of WeChat China
Why this project going forward?
• Artificial Intelligence – get into the game
• Prepare for sales/service by intelligent assistants and by voice
(e.g. Kayak is already present on Google Home)
What can a chatbot do?
Now:
• Ticket sales & confirmations
• Track flights
• Some FAQ
First AI release:
• All questions about flying with us
• Baggage policies, track lost bags
• Working at Aeromexico
• Customer complaints and
complements
• Ticket office locations
Future:
• Change flights
• Check in
• Deliver boarding pass

7. Phases of the project
September 2016 February 2017 More frequent sprints with incremental functionality…
• Bot driven by menu
options:
• Flight search
• Flight tracking
• Info on luggage policy et
al.
• Integrated customer
service agents when
needed
• Flight options and
complete booking in
Messenger except
payment
• Payment only at AM.com
Artificial intelligence:
• Users can ask questions
in natural language
• System learns
• Payment in Messenger
with Visa Cybersource
Pre-flight
• Upgrade & ancillaries
• Check-in reminder
• Check-in
• Boarding pass
• Gate alert
• Flight delay alert
• Integrate Salesforce
Service Cloud
Knowledge Base
• Integrated sales agents
• Replace old sales chat
app