Icelandair gets into ‘conversational commerce’ with Facebook Messenger

Icelandair gets into ‘conversational commerce’ with Facebook Messenger

Image via Jakraphong Photography / Shutterstock.com

The Facebook Messenger Stopover Bot is seen as the newest example of a rising trend in ‘conversational commerce’.

The Stopover Bot is described by the carrier as an efficient customer service tool that can answer commonly asked questions with quick, content rich answers combining text, photos and video in addition to booking and search functionality.

The airline’s marketing and business development director, Guðmundur Óskarsson, said: “We want to constantly improve the travel eco system for consumers, starting from the very beginning of their booking experience.

“Placing Icelandair ahead of the game and making flight bookings available through Facebook Messenger, marks the commitment to our customers.

“We know what platforms our customers use and want to embrace new ways to communicate and offer valuable interactions with them in that space.

“Through this thinking we hope to position ourselves as more than just an airline but as a software company and the launch of the Stopover Bot is another step towards our aim of customers being able to book a flight anywhere at any time.”

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