Iberia will now be able to listen to its customers speaking in the voice of Alexa, Amazon’s voice-operated virtual assistant that has just been launched in Spain.
The Spanish airline will now be accessible through the Amazon Echo device –touted to be a very popular present this Christmas-- enabling its Echo-equipped customers to use their devices to learn about the status of their Iberia flights, to calculate their Avios (frequent flyer points under the Iberia Plus loyalty programme), and to interact on a daily basis with Alexa for a chance to win 1,000 euros for Iberia flights in a weekly drawing.
“This is only the beginning,” says Iberia’s Transformation Manager Gabriel Perdiguero. “More and more people will be using voice-operated mobile devices because of their convenience while doing other things. At Iberia we believe that technology is for making our customers’ lives easier, and voice interaction is a good example of how to do this.”
Iberia customers who acquire Amazon’s Echo device and activate the Iberia “skill” can ask Alexa for flight details, such as whether their flight is due to depart on time, from which terminal, and how long it will take to reach its destination.
Alexa can also tell Iberia customers how many Avios they need to cover the cost of a particular flight, and what flights can be purchased with the Avios they have banked.
Iberia has incorporated a contest to its Alexa skill, in principle lasting until the end of the year, which allows customers to guess the name of a destination after getting hints from Alexa. Those who give the right answer will take part in a weekly drawing for a prize of 1,000 euros to be spent on Iberia tickets.
Fuller information about Alexa and Iberia is available on the Iberia website at: https://www.iberia.com/es/atencion-al-cliente/alexa/
Voice-operated systems are key to Iberia’s digital transformation
Iberia’s participation in the Alexa virtual voice system is a part of the airline’s overall digital transformation programme, which is aimed at making improvements in four main areas: customers, employees, operational efficiency, and the search for new business opportunities. The program combines innovation with the implementation of high-impact projects in all four areas.
Iberia regards voice-operated systems as key to improving the customer’s travel experience by facilitating communication and simplifying a number of typical interactions with customers.
In addition to Alexa, Iberia has also launched its chatbot for testing by its 16,000 employees and q selection of its best customers. Soon it will be available for use by all customers
