By The Nation
Thai AirAsia Chief Executive Officer Santisuk Klongchaiya said statistics in the past few years have found a decrease in the number of passengers contacting the call centre, while most have begun to use the online channel to contact the airline.
“AirAsia aims to develop the service via the online channel to enable passengers to contact us anytime, so we developed a chatbot named ‘Ava’ to provide 24-hour service for customers,” he said.
“Ava, which we launched earlier this year, can speak 11 languages and ‘she’ can resolve many issues highlighted by customers. We will continue to develop Ava to provide solutions for customers quickly and accurately.”
Santisuk said the AirAsia call centre will cease operation and transfer the service to Ava Live Chat from November 1.
“Passengers can chat with Ava via www.AirAsia.com or AirAsia’s mobile application by clicking the ‘support’ tab located at the top of the screen to obtain information such as flight status, edit personal information, procure services such as preordering meals and selecting seats,” he added.