Spirit Airlines Employs Robots To Respond To Social Media
While it has become essential for many companies to
employ a team of workers to respond to customer complaints and questions
appearing on social media sites, ultra low cost Spirit Airlines has decided to
take a different approach.
NK has put a robot at the helm of its Twitter
operation to automatically respond to questions. “A big social media team costs
money, so we put our feed on autopilot to save you cents on every ticket,” the
airline explains on its Twitter site.
Does it work? Here’s an example of a Twitter exchange
between a passenger and the Spirit Autopilot:
“Hey @SpiritAirlines thanks for canceling my 9 am
flight & refusing to help me. Now I arrive at Detroit at 5 am tomorrow. Fix
this,” a passenger posted last week.
The robot responded: “You can contact us here,”
followed by links to websites with phone numbers and a list of the most
commonly asked questions.