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HomeNEWSAIRLINESCebu Pacific unleashes Charlie the Chatbot

Cebu Pacific unleashes Charlie the Chatbot

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SINGAPORE, 7 October 2019: Cebu Pacific Air officially rolled out its online travel assistant, Charlie the Chatbot at the weekend. He works a 24/7 shift. 

Equipped with the ability to handle frequently asked questions and assist in various processes during a passenger’s journeys, the airline claims Charlie the Chatbot can field questions and concerns in a timelier manner, improving the overall customer experience for passengers.

Since its test run began in January this year, Charlie has answered questions from more than 393,000 passengers.

His capabilities include assisting passengers with their flight check-in, providing flight itineraries and boarding passes, as well as sharing details of Cebu Pacific’s ongoing seat sales and promotions.

Customers can type in their queries in English one at a time; or choose from a variety of suggested topic options when they open the chatbox.

“As we officially launch our chatbot, we hope to offer convenience and helpful information within our travellers’ fingertips,” said Cebu Pacific Vice President for Marketing and Customer Experience Candice Iyog.

Charlie is available on Cebu Pacific’s website and official Facebook page. “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.

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