Singapore Airlines launches chatbot to help passengers with pre-flight queries

Singapore Airlines passenger service
Singapore Airlines has always had a great reputation for passenger service

Singapore Airlines (SIA) has launched a chatbot designed to help passengers with pre-flight-related queries.

Called Kris, the bot is reached by visiting the SIA Facebook page and opening a private chat using Facebook Messenger.

It will initially be available on the SIA global Facebook page, and will later be made available on singaporeair.com.

The bot is currently trained to answer queries in English related to baggage, check-in, online booking, as well as travelling with infants and children.

It is in beta test and will be in constant learning mode and its capabilities will develop over time.

SIA have used actual questions received from passengers to train Kris to answer the most frequent queries they search for on singaporeair.com or ask about in SIA offices.

Using variations of actual questions received from passengers, Kris’ responses have been fine-tuned through rounds of iterations using artificial intelligence, with the aim of training the bot to provide conversational replies that can meet the needs of passengers promptly and efficiently.

Mr Marvin Tan, Senior Vice President Customer Services & Operations:

“SIA is committed to offering our customers more choices and greater convenience in how they engage with us – at any time of the day or night. Kris will be under constant development as we further develop its knowledge library based on what our customers are most frequently reaching out to us for.”

“Customer preferences are changing and with Kris we are taking feedback into account by expanding our servicing platforms beyond traditional contact centre and email channels.”

SIA is the latest airline to introduce a chatbot. Others to use them for various functions include:

N.B. Image credit: singaporeair.com

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Singapore Airlines (SQ)