Brightseat's booking assistant remembers aisle seats, cellos and frequent-flyer numbers

The idea

Brightseat wanted its assistant to feel like a travel agent who has known you for years. The team started with seat preferences and grew from there.

How it works

Preferences, loyalty numbers and past complaints are written as memories. Pinned memories hold anything safety related, like mobility needs.

Impact

Repeat bookings rose 19% and average time to book fell from six minutes to under two.