B.B.E. Case Studies

Qantas Bot


Project: Concierge Bot



Can a friendly bot inspire Qantas customers’ to book a holiday? 



We built the Concierge Bot to provide a convenient, useful tool for anyone seeking travel inspiration. 

By using set keywords and natural, responsive language, we automated seamless Facebook Messenger conversations between Qantas and their customers. Our Concierge Bot leads the chat, comprehending and responding while effortlessly moving users through Qantas Travel Insider content. The clever Concierge simultaneously highlights Global Sale destinations, giving travelers another compelling reason to fly. 

We fully integrated the bot with Qantas’ social customer service platform, Lexer, meaning basic information could be gathered before engaging a Customer Service Support team member, saving time and money.


  • In two months Concierge Bot was live and eager to serve customers in time for Summer’s peak travel season
  • Since launch, uptake in Qantas Messenger usage has increased 
  • By maximising support team’s time, projected savings were able to be funnelled back into future bot development



Year: 2016
Categories: Strategy, Ecommerce, User Experience, Design, iOS

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