Miami International Airport Chatbot Uses Qualtrics to Reduce Traveler Inquiries By 50%
07 September 2022 - 2:30PM
Business Wire
With Qualtrics, MIA digital marketing team
reduced average resolution time to mere minutes even as 10% more
travelers pass through the airport compared to pre-pandemic.
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management (XM) category, today announced that Miami International
Airport (MIA) chose Qualtrics Social Connect to develop an
award-winning chatbot called “Mia” to assist with customer service
inquiries and monitor social channels in order to anticipate
travelers' questions and needs before they even arrive at the
airport. Recognized as J.D. Power's Best Mega Airport in North
America for passenger satisfaction in 2021, MIA was able to reduce
its average customer service resolution time to less than 10
minutes and keep travelers informed and up to date throughout the
pandemic and beyond.
Mia automates responses to customer service inquiries and
COVID-19 concerns
The air travel industry was hit hard by the pandemic as travel
restrictions left planes grounded and gates empty. Ever-shifting
travel guidance and safety requirements brought a deluge of
questions from concerned passengers and many turned to social media
platforms with their inquiries, which threatened to overwhelm the
airport’s social team.
In early 2020 as the pandemic unfolded, MIA’s Digital Marketing
team used Qualtrics Social Connect to develop its Mia chatbot and
quickly programmed it with answers in both English and Spanish to
travelers' most frequent questions related to the pandemic. Almost
immediately, the airport cut the number of inquiries to its social
channels nearly in half, freeing up its social team to respond more
quickly to more complex passenger requests.
“Qualtrics Social Connect has enabled our digital marketing team
to stay ahead of the game and address travelers’ evolving needs
throughout the pandemic and now during our busiest periods,” said
Ralph Cutié, MIA Director and CEO. “With our award-winning chatbot
automating responses and the social listening capabilities
informing it all, our team can quickly zero in on the most critical
customer needs and anticipate the information that we can
proactively share to make the biggest difference in our travelers’
experience.”
Arming digital teams with data to better meet travelers’
needs during hectic 2022 travel season
Now, as passengers return to the skies in droves, the travel
industry is struggling with post-pandemic resilience. MIA is using
social analytics to keep up. The MIA digital marketing team
continues to use Qualtrics Social Connect to analyze the inquiries
received over its social channels and via the Mia chatbot to help
inform what gets shared on the airport’s website and social media
properties, helping MIA anticipate travelers’ issues and respond
more quickly during a disruptive event like a major storm or ground
stoppage.
Qualtrics Social Connect combined with the advanced
conversational analytics of XM Discover enables the airport to spot
and respond to potential issues, trends and common questions by
analyzing direct messages and social media interactions alongside
public-facing social data like mentions, keywords, engagement,
reach and comments. After finding that passengers frequently had
questions about parking availability and pricing, the MIA social
team now proactively alerts travelers via the chatbot and social
channels when availability in the parking garages becomes scarcer,
encouraging passengers to take alternative means to the airport
during busy travel weekends.
While the chatbot handles a majority of travelers’ questions,
many still require an agent's assistance. The customer care team
uses the data from Qualtrics Social Connect to create approved
scripts and responses with links to relevant information that
automatically populate based on keywords from a customer's
question, saving agents time to respond to customer needs faster.
With 10% more passengers taking to the skies from MIA in 2022
compared to pre-pandemic, the solution is critical to maintaining
smooth operations at the airport.
“Digital customer support became a priority for many businesses
during the COVID-19 pandemic, and Miami International Airport
showcased just how essential it is to maintain effective
communication with travelers,” said Fabrice Martin, head of product
for Qualtrics Customer Care. “With Qualtrics Social Connect, MIA
better understands and delivers on its travelers’ expectations and
desires for timely updates and customer service, building loyalty
and trust during a challenging time for the industry.”
Additional Information
Learn more about Social Connect on our website.
About Qualtrics
Qualtrics, the leader and creator of the Experience Management
(XM) category, is changing the way organizations manage and improve
the four core experiences of business—customer, employee, product
and brand. Over 16,750 organizations around the world use Qualtrics
to listen, understand and take action on experience data
(X-data™)—the beliefs, emotions and intentions that tell you why
things are happening, and what to do about it. The Qualtrics XM
Platform™ is a system of action that helps businesses attract
customers who stay longer and buy more, engage employees who build
a positive culture, develop breakthrough products people love and
build a brand people are passionate about. To learn more, please
visit qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20220907005217/en/
Tyler Petersen, Press@Qualtrics.com
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