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AirAsia deploys new virtual assistant for customer service

Author: Theodore Koumelis / Date: Wed, 01/30/2019 - 04:00
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Ada’s AI reduced customer wait time up to 98% in one month.

TORONTO, Canada –  Ada, a Toronto-based AI customer engagement platform, today announced its partnership with AirAsia, Asia’s leading low-cost carrier. In only one month, AirAsia used Ada to build the AirAsia Virtual Allstar – 24/7 customer self-service that officially launches today in eight languages across the airline’s website and app.

The AirAsia Virtual Allstar is part of the airline’s competitive strategy to create more efficient and satisfying customer experiences with elevated personalization. With Ada, AirAsia’s 80 million yearly guests, across 21 countries and 130 destinations, can use their virtual assistant to access real-time flight updates, update account information, and change a booking – all without the need for a live agent. 

AirAsia Deputy Group CEO (Digital, Transformation and Corporate Services) Aireen Omar said, “We are always working to enhance our guest experience and we are pleased to work with Ada to introduce the AirAsia Virtual Allstar or simply AVA to our guests.”

“As the automation partner selected to lead AirAsia, we are working with the airline as it evolves its support strategy to meet, and exceed, customer expectations,” said Mike Murchison, CEO and co-founder of Ada. “Our technology uniquely positions us to support AirAsia in scaling automated customer experiences with the same high degree of empathy and customization expected from their agents.”

ABOUT THE AUTHOR

Theodore Koumelis

Co-Founder & Managing Director

Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.