Scoot introduces Asia’s first flight booking chatbot
Budget carrier Scoot has launched the first airline chatbot in Asia capable of handling transactions.
It recently unveiled MARVIE (the Most Awesome and Resourceful Virtual Intern Ever) via the airline’s Facebook account.
It works on Facebook Messenger and offers a full customer service akin to a call centre enquiry.
MARVIE can assist in searching for flights, it displays fares and availability, and can make flight bookings with credit card payments.
Since a soft launch in eraly July it has served an average of 50 customers a day and successfully resolved 37.5% of the queries that come through Facebook.
This rate is expected to rise over time as it is in constant learning mode and will improve as more customers interact with the chatbot.
The official launch coincided with the first anniversary of Scoot’s merger with Tigerair.
"One year on from merging Tigerair into Scoot, Scoot has grown significantly and our network now spans 66 destinations across 18 countries/territories. In the meantime, we have also invested heavily in several initiatives to improve our digital capabilities and the customer experience. M.A.R.V.I.E. is one of the first of Scoot’s efforts towards this goal," said Scoot’s chief commercial officer, Vinod Kannan.
Going forward, Scoot says MARVIE will be able to accept promo codes as payment, help customers make changes to their itineraries, and sell ancillary products.
There are also plans to make MARVIE conversant in more languages and become available on the Scoot website and other platforms.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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