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Saturday, December 9, 2023

AirAsia’s new chatbot, Ask Bo, to ensure better customer experience

Sepang, Malaysia—There’s a new chatbot in town as AirAsia launched its latest AI-powered chatting assistant, Ask Bo, during a press conference on February 8 at the AirAsia RedQ here in Sepang.

The people behind AirAsia newest chatbot Ask Bo.

Capital A Berhad, the parent company of AirAsia, affirmed its commitment to better customer experience and transparent communication for all its guests as part of its vision to become the most communicative and responsive brand in the region.

During the presentation, Capital A CEO Tony Fernandes said the company is now retiring its AirAsia Virtual Allstar (AVA), the chatbot responsible for guests‘ queries and complaints since its addition in 2019.

“Our guests have spoken, and we are listening and learning. We felt their frustration towards our first AI chatbot—AVA—which was always a work in progress. We recognize she fell short of people’s expectations and we want to do better. We thank AVA for her achievements in handling more than 113 million guests since 2019, and handling over 43 million queries in 2020 at the peak of COVID,“ said Fernandes.

Capital A CEO Tony Fernandes

Fernandes, together with AirAsia Aviation Group CEO Bo Lingam, introduced its newest AI-powered chatbot called Ask Bo, which has enhanced artificial intelligence and machine learning capabilities to help answer guests’ inquiries with a more personal touch.

”Over the last eight months, the customer experience team has zeroed in on what our guests need and want, what their top complaints are, and today we are happy to introduce Ask Bo, named after our airline Group CEO Bo Lingam. He has been at my side for the past 21 years and is the go-to person with all answers to our Group’s airline questions.” added Fernandes.

Meanwhile, Lingam shared his thoughts on being the inspiration for the physical characteristics and values of Ask Bo.

“I am happy to put my name and my face for this new and enhanced version of our customer concierge service, that promises to be more proactive and attentive,” said Lingam.

Bo Lingam, Group CEO of AirAsia Aviation Group

Ask Bo will also present new features such as live updates on flight status (including delays and departure) and/or changes and boarding information, more languages are also added in Ask Bo settings with English, Chinese, Bahasa, Thai, Japanese, Korean, and Vietnamese already available for use.

Visit AirAsia SuperApp and AirAsia website to learn more about Ask Bo. 

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