Malaysia Airlines unveils new flight booking chatbot


Malaysia Airlines has launched MHchat, a new feature which helps passengers book and pay for flights through Facebook Messenger.

The chatbot is a new solution designed to make it easier for passengers to book flights, retrieve bookings, and ask questions through a social media messaging platform passengers are already familiar with.

On Facebook Messenger, Malaysia Airlines’ passengers can use MHchat if they want to look up flights, or ask a question related to a booking, and it will search, locate and push offers or information using artificial intelligence (AI). Passengers can complete a transaction, make a secure payment and receive the travel itinerary all within the same app.

Designed to mimic human conversation, MHchat acts like a true “travel buddy” that understands what the passenger needs. The result is a convenient, smart solution that is available 24/7, facilitating smoother transactions, immediate responses, and allowing conversations to take place when it suits the passenger.

Izham Ismail, Group Chief Executive Officer, Malaysia Airlines:

“Customer experience is a key priority for Malaysia Airlines and we are deeply committed to constantly improving it. Our digital transformation strategy lies at the heart of this, as we continuously harness new and innovative technologies to enhance all touchpoints for our guests. We are pleased to partner with Amadeus on the launch of MHchat, and we are excited to be the first in Malaysia to bring this to travelers. We were very pleased with Amadeus’ ability to deliver this innovative solution within the short timeframe of a few months. We look forward to further exploring how we can deliver more personalized and integrated services for our customers.”

N.B. Image credit: Malaysia Airlines

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Malaysia Airlines (MH)