AirAsia’s customer service bot now available on WhatsApp

With the aim of reaching more of its loyal customers, low-cost airline AirAsia is now making its automated application, Allstar, on messaging app WhatsApp.

AVA (AirAsia Virtual AllStar) is designed and trained to answer hundreds of simple inquiries about AirAsia products and services. AVA is powered by artificial intelligence (AI) and it answers questions based on the keywords alone — not lengthy questions — related to AirAsia.

It can answer queries from customers instantly in 11 languages – English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Tagalog, Hindi, Japanese, Simplified Chinese, and Traditional Chinese.

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“AVA already handles millions of cases annually across other platforms such as Facebook, our app, and the website so it makes absolute sense to make her available on WhatsApp where there are more than two billion users worldwide,” said Adam Geneave, chief customer happiness officer adding “the move couldn’t be more timely with record numbers of guests seeking support as a result of COVID-19.”

AVA can also other options that are related to the topic being inquired about. Simply select the answer from AVA’s suggestions when prompted.

“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.

“Currently more than 80% of customer cases can successfully be managed by AVA, and the rest is transferred to a Live Agent who assists directly,” said Geneave.

Customers can chat with AVA directly on +60 11-3516 5078 in Whatsapp or alternatively by visiting Available 24/7. Guests just have to say “hi” to get started.

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