Flight Centre Group is an Australian based travel agency whose 11,000 global employees are on a mission to open up the world to those who want to see it. Their travel consultants work towards this mission 24/7 and aim to provide choice and efficiency when it comes to booking travel.
The past twelve months during the COVID-19 pandemic have brought massive operational changes to the travel industry. In order to adapt and provide staff with the same level of efficiency they promise their clients, Flight Centre leveraged The Bot Platform and Workplace to meet the demand for these internal projects and changes.
Whenever someone is new to bots, we tend to recommend they start with simple problems that a bot can quickly and easily solve. For Flight Centre, the first problem they decided to tackle was onboarding their travel agents to Workplace.
Claire, deemed the Independent Agent Chatbot, was able to onboard agents at scale and provided them with a great first impression of Flight Centre.
Alongside solving an operational need, another key function of Claire was to relate to the demographic and showcase what the benefits are of becoming an independent agent. Claire was able to welcome agents into their new environment, and ensure they get everything they need to perform at their best.
Claire was able to compliment and improve the agent onboarding process by automating elements of it that were previously done manually. With Claire, Flight Center was able to see how employees would react and engage to a digital assistant, while also providing their bot builders with a simple but compelling use case to launch with.
These four bots became an essential part of day to day operations at Flight Centre, saving huge amounts of time, energy and resources for HR staff, and improved the overall employee experience during a difficult time. From ensuring legal compliance to automating onboarding and FAQs, The Bot Platform enabled Flight Centre to build their own tools to address overwhelming operational needs within the company.
How Countdown are using bots to communicate with frontline workers and increase engagement on Workplace.
Creating automation tools that encourage learning and keep staff informed during times of crisis.
How bots on Workplace helped Dixons Carphone involve 24,000 colleagues in defining their new corporate values.