AirAsia Adds Ava the Chatbot to WhatsApp

AirAsia has expanded the role of Ava, the company’s chatbot, to the popular messaging application, WhatsApp.

Customers can chat with Ava directly in WhatsApp, on +601135165078, by simply sending the message “hi” to get started.

Ava can answer queries from customers instantly in eleven languages - Bahasa Indonesia, Bahasa Malaysia, Chinese (Traditional and Simplified), English, Hindi, Japanese, Korean, Tagalog, Thai and Vietnamese.

Chief Customer Happiness Officer Adam Geneave said the move couldn’t be more timely with record numbers of customers seeking support as a result of the ongoing global COVID19 pandemic.

“At AirAsia, we’re guest obsessed. We’re also a progressive, digitally-led company and our Virtual Allstar Ava offers a high standard of customer service via artificial intelligence,” said Mr Geneave. “Ava already handles millions of cases annually across other platforms such as Facebook, our app and airasia.com so it makes absolute sense to make her available on WhatsApp where there are more than two billion users worldwide. This year has been challenging for the entire aviation industry and it’s more important than ever that our guests feel supported and heard and can reach us via their preferred mode of communication. As with any new technology, we continue to learn and adapt and Ava is only getting better and better over time. Currently more than 80 percent of customer cases can successfully be managed by Ava, and the rest is transferred to a live agent who assists directly.”

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