Cebu Pacific is integrating artificial intelligence (AI) into its customer service support system. The AI agent will handle inquiries about flight bookings, itinerary changes, and travel document requirements.
To enable this feature, the budget airline partnered with Canada-based AI customer service company Ada Support Inc.
“Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers,” said Candice Iyog, chief marketing and customer experience officer at Cebu Pacific.
According to the airline, the AI agent will provide human-like assistance 24/7, aiming to improve response times and overall support.
“Ada’s platform is uniquely designed to help businesses like Cebu Pacific deliver outstanding experiences today while unlocking even greater value over time through continuous improvement by coaching and optimizing their AI agent,” said Mike Gozzo, chief product and technology officer at Ada.
Cebu Pacific serves more than 20 million passengers each year across 14 countries.
Thumbnail image by John Andrei Policarpio