Cebu Pacific goes full AI with customer support
Cebu Pacific is deploying an artificial intelligence (AI) tool to automate responses to common passenger inquiries like flight bookings, making it the first Southeast Asian airline to fully use this advanced technology for customer support.
In a statement over the weekend, the Gokongwei-led carrier said it was launching its generative AI agent feature in partnership with Canada-based Ada Support Inc., a global AI customer service company.
The AI agent is tasked with responding to typical questions, including those related to itinerary changes and travel documentation requirements.
This feature, which is intended to deliver accurate and instant service, is live 24/7 in order to provide customer support real time.
“Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers,” said Candice Iyog, Cebu Pacific chief marketing and customer experience officer.
Deploying an AI agent is just the initial steps of Cebu Pacific’s AI strategy as it looks forward to scaling it up to further improve customer service.
Other potential use cases include proactive notifications and multilingual support, the low-cost carrier noted.
“Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also to continually enhance the performance of their AI agent,” said Mike Gozzo, chief product and technology officer at Ada.
