
AirAsia is a global leader in customer experience and carries more than 100 million travelers every year to over 140 destinations, with further significant growth planned.
As the airline grew in popularity, so did their need for an automation solution that enables customers to easily self-serve 24/7 so that they can create new connections and drive new sales with international audiences.
AirAsia was eager to make its customer service better and faster, so Ada was chosen as part of a new strategy to scale automated support across multiple channels.
AirAsia used Ada’s platform to build and launch a 24/7 multilingual chatbot ready to assist customers instantly across the brand’s website and app.
After only one month of using Ada s automation as their first line of support, AirAsia decreased the average wait time to less than one minute an improvement of 98%.
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