AirAsia's AI chatbot will reply your flight queries instantly


  • Asia & Oceania
  • Thursday, 07 Feb 2019

The AVA chatbot is available on the new live chat feature and is able to respond to inquiries instantly.

AirAsia has unveiled a brand new look to its website and mobile app, including a chatbot powered by artificial intelligence.

The chatbot, named AVA (AirAsia Virtual Allstar), is available on the new live chat feature and is able to respond to inquiries instantly. Built by the carrier’s in-house teams, AVA speaks eight languages: English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Simplified Chinese and Traditional Chinese.

AirAsia deputy group chief executive officer (Digital, Transformation and Corporate Services) Aireen Omar said the new website and app boast a more intuitive experience.

“We are always working to enhance our guest experience, and we will be adding more mobile app features in the months to come so it is no longer just a flight booking platform, but your complete travel companion,” she said.

Some new features introduced included a new homepage, an interactive flight search system and voice assistance.

One notable feature is AirAsia’s Fast Airport Clearance Experience System (FACES) enrolment. Guests may now enrol to FACES on their mobile app to clear security and board their flight seamlessly.

There’s also the Combined Station Picker function, a first for airline apps, that allows iOS users to select the nearest departure and arrival airports and filter by number of stops and flight duration.

AirAsia’s mobile app is accessed by over 3.3 million active users every month.


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