Bravo Oscar Tango

Air New Zealand

The biggest stress factor when travelling, is time, according to customer feedback, so Air New Zealand custom-built an artificial intelligence-backed chatbot, Oscar to support customers in real time.

In his first week, Oscar answered 7% of customer questions. On a busy day, he chats to more than 1000 people and can resolve 67% of queries across 350+ subjects of increasing complexity.

Oscar not only enables front-line staff by automating routine tasks, his knowledge can be updated immediately to address new customer needs. He also acts as a valuable insight capture tool, providing real-time feedback on where improvements can be made across customer touchpoints.