Air New Zealand has expanded its AI chatbot service to customers in the United States and Canada.
The chatbot, called Oscar, was previously available only in New Zealand and Australia. Designed to handle common customer questions and provide a more personalized interaction, Oscar has been in operation for over a year. During that time it has assisted more than 1,000 passengers daily and now resolves roughly 75% of inquiries without human intervention.
Oscar uses machine learning to improve over time. When first launched, the bot resolved about 7% of requests; continual training and real-world interactions have steadily increased its accuracy and utility.
“Artificial intelligence has not only given our customers another quick and convenient way to interact with us and get travel information, but Oscar has also freed up our customer service agents to focus on handling more complex queries,” said Avi Golan, chief digital officer at Air New Zealand. “Oscar has been well received in Australasia, and we’re now pleased to introduce him to customers in North America. We hope Americans and Canadians find Oscar as useful as Kiwis and Aussies have.”
In addition to answering travel queries, Oscar offers a friendly touch by sharing jokes and songs. The chatbot is accessible through the Air New Zealand website and its mobile app, giving travelers an easy, immediate option for common requests and basic assistance.
By automating routine tasks and improving response times, Air New Zealand aims to enhance customer experience while allowing human agents to focus on more complex or sensitive issues. Oscar’s rollout to the U.S. and Canada marks the next step in the airline’s broader digital strategy to deliver fast, reliable support across multiple channels and regions.
As Oscar continues to learn from each interaction, customers can expect gradual improvements in how effectively the chatbot understands queries and provides relevant information. The airline emphasizes that human support remains available for issues that require personalized attention or complex problem-solving.