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Eva Air launches Taiwan’s first 24/7airline customer service
EVA Air has officially launched 24/7 customer service, offering round-the-clock support in English and Chinese.
This makes EVA Air the first airline in Taiwan to provide this service.
Passengers can call their local EVA Air customer service line anytime for assistance in English or Chinese.
Existing support in local languages will continue to be available during regular service hours.
The airline introduced an AI chatbot in traditional Chinese in 2019.
The chatbot can answer over 500 frequently asked questions, from bookings and flight schedules to baggage allowances and airport information.
The airline plans to expand its live chat service in additional languages to offer more support options for passengers.
To further improve the customer experience, the airline implemented the GENESYS system in 2022, adding a “virtual queue” feature.
Customers can now opt for a callback, allowing the system to hold their place in line so that a representative can return their call in the original queue order.
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