AirAsia chatbot AVA added to WhatsApp

AirAsia’s AI customer service chatbot AVA now has a home on WhatsApp.

It expands AVA’s reach beyond Facebook, the AirAsia website and app.

Passengers can chat with AVA on +60 11-3516 5078 in WhatsApp 24/7 or via support.airasia.com.

AVA has been hard at work since the pandemic started decimating flight schedules around the world.

It is able process credit and refund requests as well as offer answers to various customer service issues, from ticket information, to checked baggage limits and how to use self check-in.

"AVA already handles millions of cases annually across other platforms such as Facebook, our app and airasia.com so it makes absolute sense to make her available on WhatsApp where there are more than two billion users worldwide," said Adam Geneave, chief customer happiness officer.

"This year has been challenging for the entire aviation industry and it’s more important than ever that our guests feel supported and heard and can reach us via their preferred mode of communication."

AirAsia says about 80% of customer queries can be successfully resolved by AVA.

by Ray Montgomery, Asia Pacific editor