Capital A Berhad reiterates its commitment to transparent communications and better customer experience for all of its guests by saying good-bye to their first AI chatbot AirAsia Virtual Allstar (AVA) for the new and improved ‘Ask Bo’, hosting an abundance of enhanced artificial intelligence (AI) and machine learning (ML) capabilities.
During a press conference, Tony Fernandes, CEO of Capital A, addressed the the issues with AVA expressed by guests, stating that the company recognises that "she fell short of people’s expectations and we want to do better."
"Given the size of the airline that AirAsia is, with thousands of refunds and flight change requests, humans alone cannot cope, we have to also use technology. We learned through AVA how to use artificial intelligence to answer complex and sizable queries better and faster."
"Over the last eight months, the customer experience team have 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,” he continued.
In a bid to be more open and transparent, Capital A will reveal live information on On-time Performance, as well as baggage handling information on its website and its Super App. It has also vowed to continue to review guests' feedback from various perspectives across the Group, support cross departmental collaboration and adoption of customer experience programmes into different business entities, while ensuring that leaders lend their full support in the successful implementation of CX enhancement initiatives.
“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 Bo Lingam, Group CEO of AirAsia Aviation Group. "Lower fares doesn’t mean lower service quality and it is very important to us that our guests feel cared for when they choose to fly with us, for the best fares and the best customer experience. The buck stops with me. Ask Bo will make the customer journey easier, simpler, and more informative.”