Iberia is committed to investing in technological developments that enable greater accessibility and transparency to its customers. To this end, one year ago it provided a Virtual Assistant by Inbenta for its web customers, where users can resolve doubts and questions expressing them in natural language.
Performance of Inbenta's Assistant initially offered a response rate of 75%. Now the level of response has arisen to 83% and growth rate continues. This first contact avoids having the customer resort to more complex means to resolve their doubts and makes the web page of Iberia one of the best rated ones by users, for being so intuitive.
When asking about what the next steps are as far as new web incorporations are concerned, Julián Diago replies: "Thanks to our experience and our satisfaction with Inbenta, we are planning to extend the virtual assistant to other markets and languages."