AirAsia’s digital Allstar now on WhatsApp
M.Anila, Philippines – Great customer service is easier than ever with AirAsia as the company’s virtual all-star, AVA, launched the popular WhatsApp messaging application.
Adam Geneave, Chief Customer Happiness Officer, said the move couldn’t be any sooner as a record number of guests sought assistance due to COVID-19.
AirAsia’s virtual all-star now on WhatsApp
“At AirAsia, we’re obsessed with guests. We are also a progressive, digitally run company and our Virtual Allstar AVA offers a high standard of customer service via artificial intelligence.
“AVA already processes millions of cases every year on other platforms such as Facebook, our app and airasia.com. So it makes perfect sense to make them available on WhatsApp, which has more than two billion users worldwide.
“This year has been a challenge for the entire aviation industry and it is more important than ever that our guests feel supported and heard and can reach us through their preferred communication method.
“As with any new technology, we keep learning and adapting, and AVA just keeps getting better over time.
“Currently, more than 80 percent of customer cases can be successfully managed by AVA. The rest is transmitted to a live agent who helps directly.”
You can chat with AVA directly on +60 11-3516 5078 in WhatsApp or alternatively at support.airasia.com. Available 24/7. Guests just have to say “Hello” to get started.
WhatsApp is a messaging application launched in 2009 that offers users end-to-end encryption as well as easy-to-use features.
AVA is AirAsia’s Virtual Allstar, a bot that can instantly answer customer queries in eleven languages - English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Tagalog, Hindi, Japanese, Simplified Chinese, and Traditional Chinese. You can find guidelines for talking to AVA here.
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