The Use of Chatbots as Supportive Agents in Air Transportation Systems

With minimal human participation, a chatbot can improve and engage consumer interactions. Instead of waiting on hold in agencies or on the phone, customers can get answers to their questions in real time. Our primary focus is the development of chatbots in the sector of aviation. The proposed model will enable users to get replies in record time to a variety of queries, including flight arrival times of aircraft, flights delays or cancellations, airports and airlines informations, meteorological conditions and so on. For this reason and to create our chatbot, we chose Python and DialogFlow framework as one of the most popular human–machine interaction platforms using Natural Language Processing and Machine Learning. The suggested approach was able to provide an immediate help to the customer which is the passenger by creating a prototype Help Desk support chatbot to answer all the flight-related inquiries. As a case study, the chatbot will be considered as a support tool to provide passengers with flight and weather informations in the United States for the year 2018.