NEWS FLASH
Air Montenegro this week launched its new omnichannel contact centre. From now on, customers can get in touch with Air Montenegro via WhatsApp, Viber, Facebook and Instagram, in addition to the traditional phone and email. The carrier has also launched an AI chatbot agent, while it intends to introduce AI voice agents soon. “AI is here to handle hundreds of routine inquiries related to flight schedules or baggage rules, allowing our human agents in the contact centre to focus on more complex passenger issues and provide the level of empathy and support that machines cannot. The goal is simple: 24/7 availability, seven days a week, with no waiting on the line”, Air Montenegro said. The development follows the recent launch of the carrier’s new website and mobile application, as well as the introduction of online/mobile check-in.