Qantas - Why no WhatsApp or Chatbot?

[LionKing]

When you need specific help from Qantas, the only way you can do is call, yes using a phone to call.
It is 2025, the age of AI and Chatbots. Jetstar has one, why Qantas are yet to introduce a Chatbot, or WhatsApp on their website?
I suppose a Qantas WhatsApp would ease a lot of pain for it's customers avoiding long wait times occupying their member's phones?

 

[opusman]

I suppose a chatbot wouldn't necessarily be worse than the Phillipines call centre.

There was a time not that many years ago when you could actually chat online to someone.

 

[sudoer]

There was a time not that many years ago when you could actually chat online to someone.

Yep, IIRC it got shutdown at the start of covid and never came back...

 

[jastel]

Dont give them any ideas....

Bad as some human "help" is at least it IS human and you might get some service.

A chat bot has problems with GET HUMAN in my experience.

 

[TheInsider]

Dont give them any ideas....

Bad as some human "help" is at least it IS human and you might get some service.

A chat bot has problems with GET HUMAN in my experience.

If you think that this isn't already happening, then your mistaken. Most enquiries on the phone are for advice that is clearly available on the website. People still call to 'reconfirm' flights. Get rid of the human element in these basic enquiries, then you reduce the human errors that always occur with outsourced call centres, especially offshored ones.
If an AI chatbot can reduce the call load by 10-25% then that leaves the bookings and harder stuff for the agents.

 

[dylarr]

You can get assistance via Facebook Messenger but it's only good for non-urgent queries as it can take many hours to get a response.

As mentioned above, live chat and SMS was once a thing but got closed down during COVID. I do wish it was still available as sometimes it's handy when you need to get something quick resolved without having to spend time on the phone.

 

[drron]

Having a chat bot and What’s App doesn’t necessarily mean better service. I have used both on QR . Absolutely no help and both advised me to use the online form or email address on the website. The problem was they were why I was trying the alternative as neither worked.

 

[aikman]

For me, some issues are easier dealt with in writing, especially when dealing with PNRs, flight numbers, dates, times. It can also be hard sometimes to understand accents and hear during bad voice connections.

 

[Mwenenzi]

If you think that this isn't already happening, then your mistaken. Most enquiries on the phone are for advice that is clearly available on the website. People still call to 'reconfirm' flights. Get rid of the human element in these basic enquiries, then you reduce the human errors that always occur with outsourced call centres, especially offshored ones.
If an AI chatbot can reduce the call load by 10-25% then that leaves the bookings and harder stuff for the agents.

And a 15-30% reduction is real live agents following any AI chatbot introduction.