AirAsia Takes off with Ada-Powered Virtual Assistant

By MTS Staff Writer On Jan 29, 2019

Ada’s AI Reduced Customer Wait Time up to 98% in One Month

Ada, a Toronto-based AI customer engagement platform, 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.

AirAsia Takes Off with Ada-powered Virtual Assistant Ada’s AI reduced customer wait time up to 98% in one month

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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.

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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.”

Guests can access instant support on AirAsia’s website and app, which is available in English, Bahasa Malaysia, Bahasa Indonesia, Thai, Vietnamese, Chinese (Simplified and Traditional) and Korean.