Airline launches customer service bot on messaging app

It is about to become easier than ever to get customer service with low-cost airline AirAsia as the company’s Virtual Allstar, Ava, has launched on messaging application WhatsApp.

AirAsia chief customer happiness officer Adam Geneave said the move could not be more timely with record number of guests seeking support as a result of Covid-19.

“At AirAsia, we are guest-obsessed. We are also a progressive, digitally-led company and our Virtual Allstar Ava offers a high standard of customer service via artificial intelligence.

“Ava already handles millions of cases annually across other platforms such as our app and, 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 is more important than ever that our guests feel supported and heard, and can reach us via their preferred mode of communication, ” he said.

“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% of customer cases can successfully be managed by Ava and the rest is transferred to a live agent who assists directly.”

You can chat with Ava directly on 011-3516 5078 via WhatsApp or by visiting

Available 24/7, guests just have to say “hi” to get started.

Ava is AirAsia’s Virtual Allstar, a bot which is able to answer queries from customers instantly in 11 languages — English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Tagalog, Hindi, Japanese, Simplified Chinese and Traditional Chinese.

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AirAsia , virtual allstar , AVA


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