Ada
Case Studies
AirAsia Enhances Customer Experience with AI-Powered Chatbot
Overview
AirAsia Enhances Customer Experience with AI-Powered ChatbotAda |
Platform as a Service (PaaS) - Application Development Platforms | |
Aerospace Cement | |
Quality Assurance Sales & Marketing | |
Chatbots Time Sensitive Networking | |
Testing & Certification Training | |
Operational Impact
The implementation of the Ada chatbot significantly improved AirAsia's customer service operations. The chatbot was able to handle a large volume of customer inquiries, reducing the burden on live agents. This led to a drastic reduction in customer wait times and improved customer satisfaction. The chatbot also enabled AirAsia to provide support in eleven languages, catering to its international client base. Additionally, the chatbot facilitated the up-sell and cross-sell of ancillary products, contributing to increased sales. The introduction of additional channels like Facebook Messenger and WeChat further enhanced the customer experience by providing more options for customer engagement. | |
Quantitative Benefit
75% of all customer inquiries solved without live agent assistance | |
Customer satisfaction improved to 90% | |
Customer wait times reduced to less than 1 minute, an improvement of 98% | |