If you weren’t happy with AVA, AirAsia’s AI chatbot, here’s some good news: She’s FIRED! And here is more good news, AVA has been replaced by a better and more innovative AI chatbot called ‘Ask Bo’. This new AI chatbot is named after Bo Lingam, the group CEO of AirAsia Aviation Group, which uses has enhanced AI and machine learning (ML) capabilities.
Capital A Berhad, the parent company of Asia’s top low-cost airline, AirAsia, reaffirmed its commitment to transparent communications and a better customer experience for all of its guests as part of its ambition to become the region’s most communicative, responsive, and accountable brand.
Capital A held a press conference on Wednesday, led by CEO Tony Fernandes and AirAsia Aviation Group CEO Bo Lingam, to say goodbye to AirAsia Virtual Allstar AVA, who has been the first point of contact for guests’ queries and complaints since her onboarding in 2019, and to welcome ‘Ask Bo.’
Tony Fernandes, CEO of Capital A said, “Our guests have spoken, and we are listening and learning. We felt their frustration towards our first AI chatbot – AVA which was always a work in progress. We recognize she fell short of people’s expectations and we want to do better. We thank AVA for her achievements in handling more than 113 million guests since 2019, and handling over 43 million queries in 2020 at the peak of Covid. 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.”
Bo Lingam, Group CEO of AirAsia Aviation Group said, “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. 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.”
Kesavan Sivanandam, Chief Airport and Customer Experience Officer, AirAsia Aviation Group said, “Many new exciting features are being added to Ask Bo – he will be able to provide LIVE updates on flight status (delays, departures) and/or changes and boarding information, in more languages including English, Chinese, Bahasa (BM, Indonesian), Thai, Japanese, Korean and Vietnamese. He will send push notifications on any last minute changes on the day of operations, and give baggage information (tracking, arrival belt, mishandled baggage reports) and report real-time automatic updates of departure timings into the electronic Boarding Pass for our guests’ peace of mind. Our guests will have more autonomy– they will be able to change flights, request refunds, choose Service recovery options. By March, our guests will also be able to talk live to our human agents, during the Ask Bo interaction. We will continue to innovate to ensure the highest standards of customer care in all that we do to best meet our guests requirements.”
As part of an effort to be more forthright, Capital A will now provide real-time data on its website and Super App about On-time Performance and luggage handling. It has also promised to continue reviewing guest input from a variety of angles inside the Group, to encourage the integration of customer experience projects throughout the organization, and to guarantee the backing of top leadership for any such efforts.
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