Wizz Air Launches Its Chatbot Amelia
Wizz Air, Europe’s fastest-growing airline, announces the introduction of its chatbot, Amelia. WIZZ’s new virtual assistant will further raise the company’s customer experience standards and will enable customers to easily acquire information related to their flights while also providing a number of useful general information to the travelling public.
Wizz Air’s new chatbot was inspired by Amelia Earhart, the American aviation pioneer who was the first female aviator to fly solo across the Atlantic Ocean. Wizz Air is a company of inclusivity, diversity and of infinite career opportunities and is a fierce supporter of gender equality. Naming its chatbot after such a fantastic woman, the airline wishes to pay tribute to all women in aviation and underpin its commitment to a more gender-equal industry.
At WIZZ we believe in a future where everyone has the opportunity to live up to their full potential. We work hard to develop our services to enhance our customer experience and to empower our people and support the communities we serve.
Amelia the chatbot is happy to answer general questions related to COVID-19, special assistance, baggage, payment methods, check-in, voluntary cancellation, travelling with infants, WIZZ services (e.g. WIZZ Discount Club, WIZZ Flex, WIZZ Priority, Seat Selection) and questions related to several other topics. This new virtual assistant is free for all, and enables customers to find information fast and easy without having to interact with anybody, without communicating with agents via e-mails or over the phone and without scrolling through the airline’s site. Live chat with agents is also available and free, should customers have questions which exceed Amelia’s knowledge.
We at Wizz Air are committed to developing a better chat experience, and to achieve that we need customers to use the chatbot and help it learn and improve based on customers’ demand and feedback. The chatbot function is currently available in English for a limited number of issues, however it is gradually rolled out to cover a continuously growing number of topics to more and more customers visiting wizzair.com. Besides the newly introduced chatbot, live chat agents will be supporting the customers in all questions related to WIZZ flights and services as long as no changes to the bookings are needed to be made which would require payments. For requests requiring payments, Wizz Air already provides a number of self-service options directly from the WIZZ account as well as call centre support.
Zsuzsa Poos, Chief Customer and Marketing Officer at Wizz Air, commented: “I am delighted to introduce Amelia, our virtual assistant who is a real gamechanger in Wizz Air’s customer experience solutions. Automating and digitalizing our processes is key in delivering ever higher customer satisfaction. Wizz Air is dedicated to broadening Amelia’s expertise and to supporting our passengers with an always expanding array of self-service options to manage their travel details. Let’s welcome Amelia on board.”
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