MalaysiaTravel and aviation2019–2023AirAsia
AVA customer-service chatbot
AirAsia replaced AVA after reporting more than 113 million guests handled and acknowledging customer frustration
Problem
AirAsia faced large volumes of customer requests, including refunds and flight changes. Its chief executive said human staff alone could not handle the workload.
Approach
AirAsia used the AVA AI chatbot for online customer service from 2019. In February 2023, it announced AVA's replacement with Ask Bo. Capital A chief executive Tony Fernandes acknowledged that AVA had fallen short of customer expectations.
Results
Takeaway
AVA handled substantial demand before being replaced. AirAsia's reported usage figures did not establish whether customers received satisfactory resolutions.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
SoyaCincau reported AVA's replacement and Fernandes's acknowledgment of customer frustration. It attributed the figure of more than 113 million guests handled to the chief executive.
Full details are in the original sources.
