How Caravelo's Vane bot delivers business value for Volaris

Vane is the chatbot solution that Caravelo developed for Mexican airline Volaris. It works via Facebook Messenger, with Facebook itself being used by the majority of the Mexican adult population.

As a result, most Volaris passengers will already be familiar and comfortable with Facebook Messenger use.

Communicating in both Spanish and English, Vane allows Volaris customers to search and book flights, add ancillaries (e.g extra luggage), check in, retrieve boarding passes and also to get flight notifications.

Caravelo also built in a contextual FAQ function, which deals with many of the most common customer related queries, after which there’s the possibility to handover to a human agent.

As a mark of Vane's industry impact, the virtual assistant was featured at Facebook’s F8 conference in June, as an example of how a bot built into messenger, can deliver real business value without compromising customer experience.

For example, 80% of all inbound care requests are now handled in messenger.

The chatbot agents therefore handle 4.5x more interactions on messenger, compared to other channels.

As a result, Volaris has decreased live chat costs by 40%, proving in this case that effective utilization of chatbots can prove more productive.