Tools & Tech
Cebu Pacific introduces AI chatbot
Cebu Pacific, the Philippines largest carrier ups its AI game by introducing the all-around online travel assistant ‘Charlie’ – a chatbot – to guide and assist the customers in their journey with the airline.Introduced in January 2019, Charlie was taught to respond to a multitude of customer concerns. UAE nationals and residents can use the bot in all their travel needs, and they are guaranteed to enjoy communicating with him as he is imbued with a positive personality, and always eager to lend a helping hand to travellers flying with Cebu Pacific. “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. 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.