Cebu Pacific (CEB) partnered with the artificial intelligence (AI) customer service company Ada to launch its first generative AI Agent.
This makes Cebu Pacific the first airline in Southeast Asia to fully utilize generative AI for customer support.
“Cebu Pacific has always been at the forefront of innovation, striving to deliver extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers,” Cebu Pacific chief marketing and customer experience officer Candice Iyog said.
“This milestone highlights our commitment to providing quick and seamless solutions to our customers while optimizing our operations,” she added.
The new AI Agent will initially assist passengers by automating common inquiries, such as flight bookings, itinerary changes, and travel documentation requirements. Available 24/7, it ensures that customers receive support in real-time.
Ada’s generative AI capabilities enable personalized and context-aware responses. Moreover, the AI Agent integrates smoothly with Cebu Pacific’s systems, providing customers with accurate information about their bookings, flight statuses, and more.
“Cebu Pacific, the leading airline in the Philippines serving over 20 million passengers annually across 14 countries, is setting a bold example of how applied AI can transform customer service,” Ada chief product and technology officer Mike Gozzo said.