ValueJet Airlines has introduced an AI-powered digital concierge, VIKI, in a move aimed at enhancing customer experience and streamlining passenger services. The innovation positions ValueJet as one of the first airlines in Africa to deploy an artificial intelligence concierge at scale.
The AI concierge is designed to simplify the travel process by allowing passengers to book flights, modify reservations, check in online, and access real-time flight information through conversational chat. It also provides instant responses to inquiries on baggage policies, fares, seating options, and other travel-related concerns, reducing the need for physical airport counters and call centers.
VIKI is accessible via popular messaging platforms such as WhatsApp and Telegram, enabling passengers to interact with the airline using tools they are already familiar with. The system supports both text and voice commands and offers multilingual functionality, making it inclusive and user-friendly for a diverse customer base.
According to ValueJet, the launch of the AI concierge is part of its broader digital transformation strategy focused on improving efficiency, reducing waiting times, and delivering a more seamless travel experience. The airline noted that the technology will empower passengers with greater control over their journeys while enhancing service reliability.
Industry analysts view the development as a significant step in the adoption of advanced technology within Africa’s aviation sector. With the introduction of VIKI, ValueJet is setting a new standard for customer engagement and demonstrating how artificial intelligence can be leveraged to improve service delivery and passenger satisfaction. Visit www.jocomms.com for more news.