Finn joins Finnair's Facebook team – Finnair launches its first chatbot powered by artificial intelligence

Finnair has launched its first artificially intelligent chatbot, Finn, on Finnair Facebook global account’s Messenger. Finn has a mission to help Finnair customers in Facebook during their Finnair journey.

Finn is constantly learning and Finnair customers have an active role in training it. Finn knows to sell flights, knows if your flight is on time, helps to calculate how much baggage can be taken on a flight, and helps to redirect the customer to the Manage My Booking page to add more services to an existing booking. Finn also answers to frequently asked questions, and if Finn cannot find answer the question, the message will be delivered to a customer service agent for further actions.

“Exploiting artificial intelligence is an integral part of our transformation strategy. We are growing and we constantly look for new ways to improve our customer service and developing new sales channels using  New Distribution Capability technology”, says Rogier van Enk, Vice President Distribution, Finnair.

“We believe that fast developing digital tools will greatly benefit our customers. Finn understands and communicates in English, but later it will learn more languages and functionalities. Finnish and Chinese are coming up this year. After the initial stage, Finnair is looking to find a home for Finn also in other social media platforms such as WeChat in China.”

The chatbot is one example of the new distribution channels enabled by IATA's NDC (New Distribution Capability) XML-based messaging standard. Finn is the most technologically advanced NDC-solution in the aviation sector, because it offers the possibility to book flights in all Finnair network. It also brings rich product content like videos and images to instant messaging. Finnair is level 3 certified airline in IATA’s NDC program.

Development for chatbot has been made together with Caravelo, a solutions company for the airline industry.

 “We are very proud to partner with Finnair to bring Finn to life. Finn represents a big step forward for chatbot technology in the airline industry, turning the messenger platform into a channel for servicing and sales.” says Jonathan Newman, Commercial Director, Caravelo.

Further information:
Finnair Media Desk, +358 9 818 4020, comms(a),
Finnair blog:

About Caravelo
Caravelo is a technology solutions company for the airline industry. Based in Barcelona, Caravelo delivers innovative distribution, ancillary and process enhancing products that enable next generation capability.
For more information, please refer to Caravelo media contact: press(a) 810 101 013

About Finnair
Finnair flies between Asia, Europe and North America with an emphasis on fast connections via Helsinki, carrying more than ten million passengers annually. In 2017, Finnair's extensive network connects 19 cities in Asia and 7 cities in North America with over 100 destinations in Europe. The airline, a pioneer in sustainable flying, was the first European airline to fly the next-generation, eco-smart Airbus A350 XWB aircraft and it is the first airline listed in the Leadership Index of the worldwide Carbon Disclosure Project. The only Nordic carrier with a 4-star Skytrax ranking, Finnair has also won the World Airline Award for Best Airline Northern Europe for the past seven years running. Finnair is a member of oneworld, the alliance of the world's leading airlines committed to providing the highest level of service and convenience to frequent international travellers.

About Us

Finnair is specialised in flying between Europe and Asia via Helsinki. Finnair's strategy is based on the growing markets in Asia, the fastest connections between Europe and Asia, high-quality service, and cost-efficient, punctual operations. Founded in 1923, Finnair is one of the world's oldest continuously operating airlines. It is a member of oneworld, the leading airline alliance for quality-conscious business travelers.