AI for Customer Service and Marketing at Aeromexico
summary
Airline builds a messaging stack with a custom neural net trained on four months of chat and Twitter data that maps free text into three paths: AI returning one of hundreds of canned answers, human-agent handoff, or predefined tasks (flight search, status, recommendations, notifications). Built with a Mexico City startup instead of off‑the‑shelf API.AI; adding the neural net boosts engagement though ticket conversion from chats remains low. Mobile drives ~50% of traffic but only ~10% of sales; marketing plans use ML to personalize millions of emails.
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chapters (14)
- 0:00Introduction
- 2:44Brians background
- 6:19Chatbots for customer service
- 10:32Business goals
- 13:12Lookbook ratio
- 14:58Neural network
- 15:55Chatbots
- 18:42Custom AI
- 19:29API AI
- 19:52AI at Aeromexico
- 22:20AI Platforms
- 24:00Learning Opportunities
- 25:11AI Strategy
- 28:15Conclusion
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