Cebu Pacific introduces new chatbot travel assistant

Cebu Pacific, the Philippines largest carrier, has upped its AI game by introducing the all-around online travel assistant ‘Charlie’ (chatbot) to guide and assist customers on their journey with the airline.

Introduced in January 2019, Charlie was taught to respond to a multitude of customer concerns.

“We’ve always talked about being an enabler of fun and accessible travels, and as part of our thrust to enhance customer experience with the airline, we created Charlie,” said Candice Iyog, vice president for marketing and customer experience at Cebu Pacific. “As we officially launch our chatbot, we hope to offer convenience and helpful information within our travellers’ fingertips.”

Charlie can assist both first-time and seasoned travellers on the entirety of their travel journey. For those planning to travel to the Philippines via Cebu Pacific, and have some concerns about your flight, they can message Charlie via the Cebu Pacific website, or through the carrier’s official Facebook page. He can assist in checking in for flights, and even provide the itinerary or boarding passes.

Charlie is also knowledgeable with Cebu Pacific promos, so seat sale hunters and jet setters can simply ask him any question they may have regarding this.

Moreover, Charlie is online 24/7 to provide answers to frequently asked questions about booking and the requirements needed before the flight. Charlie may also lead you to relevant information about other offerings such as premium seat selections, inflight meals, and baggage allowance.

Chatting with Charlie is as simple as chatting with a friend. Travellers can type in their query in English one at a time; or they can choose from a variety of suggested topic options when you open the chat box.

Since Charlie was launched early this year, the chatbot has engaged with over 393,000 Cebu Pacific passengers. Charlie was able to address majority of their concerns and queries—garnering positive feedback from passengers.

“Charlie still has a long way to go in terms of learning – just like any chatbot. Rest assured, we are continuously working on expanding Charlie’s knowledge in order to provide our passengers with the best customer experience possible,” added Iyog. - TradeArabia News Service