Wednesday, November 13, 2019

AirAsia call centre to go entirely online with chatbot service

Oct 22. 2019
Santisuk Klongchaiya
Santisuk Klongchaiya
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By The Nation

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AirAsia and AirAsia X call centre will transfer all of its services to Ava Live Chat from November 1 to provide round-the-clock assistance to passengers via www.AirAsia.com and the company’s mobile application.

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.

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