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Chat Bot A New Way For A Faster Customer Experience

AirAsia has introduced an AI chatbot named AVA that can handle customer inquiries in 8 languages, check flight statuses, amend travel details, and help purchase extras like baggage and meals. AVA was built using Ada's AI technology and has significantly reduced wait times while improving customer satisfaction by 90%. The introduction of AVA is aimed at improving the customer experience and driving ancillary revenue sources as AirAsia's call centers wind down by the end of the year.

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Eninta Sebayang
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138 views2 pages

Chat Bot A New Way For A Faster Customer Experience

AirAsia has introduced an AI chatbot named AVA that can handle customer inquiries in 8 languages, check flight statuses, amend travel details, and help purchase extras like baggage and meals. AVA was built using Ada's AI technology and has significantly reduced wait times while improving customer satisfaction by 90%. The introduction of AVA is aimed at improving the customer experience and driving ancillary revenue sources as AirAsia's call centers wind down by the end of the year.

Uploaded by

Eninta Sebayang
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Chat Bot: A new way for a faster

customer experience
Digital Business and Business Intelligence

T.I Maulana & TMY Khudri 9/10/19


If you have any problems with a company, A source from airline mentions that AirAsia
how do you reach their customer service? group did not significantly spend to integrate
Telephone, representative office, or social the chatbot platform, citing that the returns
media? From now on, AirAsia provides you outweighed the investment. The chatbot
a new option: chatbot. Meet AVA (AirAsia platform is expected to contribute to the low-
cost carrier's ancillary revenue stream while
Virtual Allstar), an AI chatbot available on
improving its overall passengers’ travelling
the new live chat feature to respond to experiences. Last year, AirAsia group
guest inquiries instantly. posted RM2.06 billion in ancillary revenue,
AVA was built by the AirAsia Software driven by the sales of baggage, inflight food
and beverages, seats selection, wifi,
Engineering and Technology (AASET) and
insurance and cargo.
Customer Happiness team using
technology from Ada, a Toronto based On the other hand, the carrier also indicates
company that specialises in AI-powered that its customer support hotlines would
customer experience. In addition to cease operations by the end of the year.
capability to speaks eight languages, AVA Since its launch earlier this year, AVA or
can check your flight status, amend errors in AirAsia Virtual Allstar, handles some 50,000
your details (e.g. gender, date of birth, messages daily. It had reduced wait time
passport details) and even help you in (respond to customer’s queries) significantly
purchasing luggage allowance, meals and and increased customer’s satisfaction by 90
seats for your flights! That’s a lot for one per cent in the last 12 months.
person to do, but AVA is highly capable and
dedicated, if anything. Dare to try AVA?

Questions:
1. For customers, how does AVA provide them with better experience?
2. For the company, what do actually the intention to introduce this new technology?
3. How could AVA help the company to increase its revenue?
4. Explain technology that enables AVA to process the above-mentioned tasks?
5. Explain the risk associated to this new technology!
6. What kind of consideration for a company to have a chatbot?

Sources:
• https://newsroom.airasia.com/news/airasia-unveils-ai-chatbot-with-website-and-mobile-app-
facelift
• https://news.abs-cbn.com/business/08/27/19/airasia-winds-down-call-centers-as-chatbot-
takes-on-customer-care
• https://www.nst.com.my/business/2019/08/516160/airasia-unveils-ava-seamless-passenger-
travelling-experience

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