consumers fnd fights in Facebook Messenger. Users can also use it to request travel recommendations and unplanned suggestions. Unlike e-commerce or retail brands that use chatbots, which can seem useless and deceitful, it is fair to say that examples like Skyscanner are much more relevant and useful to everyday consumers. After all, with the advent of so many other travels search sites, consumers are overwhelmed with choice. Therefore, a chatbot like Skyscanner can connect with consumers at their own pace and in the social media spaces they frequent most often. Let’s see quickly how Skyskanner uses its chatbot. When the Skyscanner chatbot is activated on Facebook or Whatsapp, users can enter their destination to start the conversation with the bot. If the user does not know where to go, he just types “anywhere”, and then the bot will provide him with some suggestions, including the price for each destination using real-time search trends. When the consumer tells the chatbot the travel date, it will show him the cheapest fights to his destination. Then the bot will redirect the user to the ofcial Skyskanner website to complete the booking upon selecting to book a fight. Moreover, the Skyskanner chatbot allows the user to receive price alerts for a fight. Skyscanner reported that it had surpassed one million traveler interactions with the application in February 2018 and 8 they are increasing year by year. One other example is that of Aero Mexico - the well-known airline for travel to Mexico and Latin America -, that also started using the Facebook Messenger chatbot to answer very general questions from customers. The main idea was to answer 80% of the questions, which are usually repetitive and on common topics. Airlines are benefting tremendously from the use of artifcial intelligence systems. Also, KLM Royal Dutch Airlines uses AI to answer customer questions on Twitter and Facebook. It uses an algorithm from a company called Digital Genius, that has learned from over 50,000 questions and answers. In addition, Deutsche Lufthansa's Mildred bot can help search for the lowest fares. A chatbot is considered an artifcial intelligence system of law risk, as specifcally stated in the explanatory memorandum of the AIA . 9 The report is available at the link: https://econsultancy.com/skyscanner-chatbots-pass-one-million- 8 unique-traveller-interactions/. The explanatory memorandum reads: «for some specifc AI systems, only minimum transparency 9 obligations are proposed, in particular when chatbots or ‘deep fakes’ are used». 5
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