Voice call centres history as AirAsia embraces AI - TravelMole


Voice call centres history as AirAsia embraces AI

Thursday, 12 Dec, 2019 0

In a victory for automation over the human touch, budget airline AirAsia has closed its voice call centres in favour of going all-in on AI chatbots.

The airline’s chief customer happiness officer Adam Geneave admitted the move was ‘controversial’ but says the future of customer service is messaging and voice artificial intelligence.

The company has full confidence in its Ava chatbot.

"We’re so proud of Ava. She’s done some amazing work for our guests. We weren’t the first airline  to launch a chatbot but we really believe we’ve launched one of the best and through Ava you can book a flight, you can add things to your booking, you can change details, she can answer hundreds of questions," Geneave said.

Ava is part of the airline’s Salesforce platform and when the bot cannot provide an answer it switches to Salesforce live chat.

"We had nine different call centres, we had different systems managing our call centres and our live chat and our social media, and we’ve been able to bring all those things together into that omni-channel environment," he said.

"Nobody wants to sit on hold to a voice call centre anymore. Life is about messaging,"



 

profileimage

TravelMole Editorial Team

Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.



Most Read

Kittipong Prapattong’s Plan for Thailand’s Tourism Growth: Taxes, Visas, and Campaigns

James Jin: Didatravel’s Journey from China to Global Reach and the Impact of AI on Travel

Darien Schaefer on Pensacola’s Evolution: From Small Town to Global Destination

Florida Tourism’s Next Frontier: Dana Young on Expanding Beyond the Classics

Patrick Harrison on Tampa Bay Tourism’s Resilience and Marketing Strategy

Bubba O’Keefe on Clarksdale’s Vibrant Music Scene

Commemorating Elvis and Embracing Tupelo’s Culture with Jennie Bradford Curlee

Craig Ray and the Expansion of the Blues Trail

Presenting Mississippi’s Cultural Trails with Katie Coats

Robert Terrell: A Journey Through BB King’s Influence

Rochelle Hicks: Celebrating Mississippi’s Musical Legacy

Exploring Jacksonville with Katie Mitura: The Flip Side of Florida
TRAINING & COMPETITION

Our emails to you has bounced travelmole.com Or You can change your email from your profile Setting Section

Your region selection will be saved in your cookie for future visits. Please enable your cookie for TravelMole.com so this dialog box will not come up again.

Price Based Country test mode enabled for testing United States (US). You should do tests on private browsing mode. Browse in private with Firefox, Chrome and Safari