AirAsia’s customer service chatbot, AVA, is now available on popular messaging app WhatsApp.
The airline says the automated service, which uses artificial intelligence, is designed to answer simple questions about AirAsia’s products and services, such as inquiries about cabin and checked baggage limit, prohibited items, or how to do a self check-in.
AVA can answer questions from customers in eleven languages – English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Tagalog, Hindi, Japanese, Simplified Chinese and Traditional Chinese.
Adam Geneave, the airline’s “chief customer happiness officer”, said the move is timely with record numbers of passengers seeking support as a result of Covid-19.
“AVA already handles millions of cases annually across other platforms such as Facebook, our app and airasia.com so it makes absolute sense to make her available on WhatsApp where there are more than two billion users worldwide,” said Geneave.
“This year has been challenging for the entire aviation industry and it’s more important than ever that our guests feel supported and heard and can reach us via their preferred mode of communication,” he added.
According to the low-budget airline, about 80 per cent of customer cases can successfully be managed by AVA. The rest are transferred to a “live agent” who assists directly.
Passengers can chat with AVA directly on +60 11-3516 5078 in WhatsApp or alternatively by visiting support.airasia.com. The service is available 24/7.
The airline says on its website that passengers can start chatting with AVA with a simple “Hi”, keywords, or questions that are short and simple.