AirAsia has announced the replacement of its current AI chatbot, AirAsia Virtual Allstar (AVA), with an advanced version known as ‘Ask Bo’. This new chatbot is designed to provide better AI with machine learning capabilities and a more personalised experience for customers.
Inspired by Bo Lingam, the CEO of AirAsia Aviation Group Limited, Ask Bo will offer more detailed information and self-service functions to guide customers during their journey. AirAsia decided to replace AVA with Ask Bo because the bot didn’t do enough to improve customer experiences.
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Tony Fernandes, CEO of Capital A, shared that Ask Bo will provide a more “proactive, attentive, and hassle-free experience” to guests within the Capital A lines of business. Kesavan Sivanandam, AirAsia Group’s Chief Airport and Customer Service Officer, says that Ask Bo can give real-time updates on flight status, communicate in multiple languages, send push notifications, give information about bags, and automatically update departure times in real time.
By March, guests will also be able to talk directly to human agents during the Ask Bo interaction. AirAsia is committed to providing the best customer service possible and will keep coming up with new ways to meet its guests’ needs.
This move by AirAsia comes after the airline, along with other Malaysian airlines, faced criticism for inadequate customer service. Ask Bo is a step towards making the customer experience better and giving passengers better services.
