Cathay adds new chatbot to customer service ops

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Press Release
(PHOTO: Cathay)

Cathay Pacific announced it is launching what it calls “an advanced conversational artificial intelligence (AI)” in partnership with Fano Labs, a Hong Kong-based language AI company. 

Cathay said it is “continuously pursuing the development of new technologies that enable it to give customers more choice and control over their journeys, whether on the ground, in the air or on digital channels”. In recent years, this has included the introduction of AI chatbots that enable passengers and cargo customers to receive immediate responses to their queries, ranging from checking flight status, to booking changes and online shopping.

The new chatbot developed in partnership with Fano Labs will improve the efficiency and productivity of the airline’s AI chatbots, enabling them to provide more accurate responses to customers’ queries, the airline said.

As demand for travel returns, Cathay is anticipating an increase in the volume of call and chat traffic, with post-COVID travel enquiries already growing rapidly in the past few months. The airline has also seen a shift in customer behaviours, turning from traditional hotlines to digital channels such as WhatsApp and WeChat for more instant responses. Digital channel usage has experienced monthly growth of 10-20 percent over recent months, as Cathay continues to add back more flight capacity.

Cathay Director Digital and IT Lawrence Fong said: “As a company with more than seven decades in Hong Kong, we are committed to supporting local tech startups such as Fano Labs and innovating together to build our digital leadership – a pillar for achieving our vision of becoming one of the world’s greatest service brands. This collaborative effort in Conversational AI technology is the latest example of how we can work together with startups to develop mutually beneficial partnerships and ultimately bring benefits and enhanced service to our customers.”

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