AirAsia unveils AI chatbot called AVA

Gives website and mobile app a facelift

AirAsia has unveiled a chatbot named AVA (AirAsia Virtual Allstar) powered by artificial intelligence.

AVA the chatbot is available on the new live chat feature to respond to passenger inquiries instantly.

AVA currently speaks eight languages – English, Bahasa Malaysia, Thai, Bahasa Indonesia, Vietnamese, Korean, Simplified Chinese and Traditional Chinese.

AVA was built by the AirAsia Software Engineering and Technology (AASET) and Customer Happiness team using technology from Ada, a Toronto based company that specialises in AI-powered customer experience.

Website and mobile app facelift

The airline has also given its website and mobile app a facelift.

New features include:

  • New homepage
  • New flight search with map
  • Combined Station Picker
  • Voice assistant
  • FACES enrollment

New homepage

The new homepage is designed for easier and faster navigation, including upcoming flight notice, search shortcut and recent searches, links to the best hotels, travel, duty-free shopping and activity deals, recommended destinations and link to BigPay, AirAsia’s money app.

New flight search with map

iOS users can now choose where to go using an interactive map that pinpoints all AirAsia’s destinations in a single page.

Combined Station Picker

iOS users can now select the nearest departure and arrival airports and filter by number of stops and flight duration.

Voice assistant

iOS users can now also check their upcoming flight status simply by asking Siri.

FACES enrollment

Passengers may now enroll in AirAsia’s Fast Airport Clearance Experience System (FACES) on their mobile app to clear security and board their flight seamlessly. AirAsia introduced this facility in early 2018.

More features

Passengers can also search for the lowest fares using the Low Fare Calendar, which has been integrated in the app, earn and pay using BIG Points and enjoy instant member discounts when they log in.

AirAsia Deputy Group CEO (Digital, Transformation and Corporate Services) Aireen Omar:

“We are excited to welcome the new year with our new-look website and app that features AI and boasts a better, faster, more intuitive experience. We are always working to enhance our guest experience, and we will be adding more mobile app features in the months to come so it is no longer just a flight booking platform, but your complete travel companion. We encourage new users to download the app for free from the App Store or Google Play to experience these features for themselves.”

The updates are designed with guests in mind, and are aimed at delivering a more seamless, user-friendly experience to and the app’s 3.3 million monthly active users, from flight bookings to browsing for deals to online shopping and customer support.

N.B. Image credit: AirAsia

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AirAsia (AK)