SEPANG, MALAYSIA — AirAsia’s virtual Allstar, AVA, is now on WhatsApp. Chief Customer Happiness Officer Adam Geneave said the move couldn’t be more timely with record numbers of guests seeking support as a result of COVID-19.
“At AirAsia, we’re guest obsessed. We’re 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 Facebook, our app and airasia.com 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’s more important than ever that our guests feel supported and heard and can reach us via their preferred mode of communication. 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 percent of customer cases can successfully be managed by AVA, and the rest is transferred to a Live Agent who assists directly,” Geneave said.
You can chat with AVA directly on +60 11-35165078 on Whatsapp or alternatively by visiting support.airasia.com. Available 24/7. Guests just have to say “hi” to get started.
WhatsApp is a messaging application that launched in 2009 and offers users end-to-end encryption and easy to use functionality.
AVA is AirAsia’s Virtual Allstar, a bot which is able to answer queries from customers instantly in eleven languages — English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Tagalog, Hindi, Japanese, Simplified Chinese and Traditional Chinese. For guidelines on talking to AVA, click here.
