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. 

The Ada Difference


of all chatbot inquiries
resolved by Ada


increase in ancillary product up-sell/cross-sell


CSAT score

Automating with Ada

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%.

See Ada In Action
Adam Geneave
"Our chatbot is capable of handling up to 25,000 individual queries per second, 24 hours a day, allowing our passengers to get an immediate response.”
Adam Geneave, Chief Customer Happiness Officer

Building Automation in Weeks, Without a Dependence on IT

AirAsia’s non-technical support team were able to successfully launch and manage AI-powered automation. In less than a month, the team built a customized chatbot with rich content, including images, videos, and GIFs.

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Supporting Guests On-The-Go

Guests can use the chatbot to access real-time flight status, update passenger information, book flights, and add ancillary products to a booking on their own. 

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Multi-Channel Support

Ada enabled instant website support, and for the first time, Facebook Messenger and WhatsApp, to millions of active users. AirAsia also plans to launch WeChat in the future.

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Understanding the Customer Journey

With over 20 million interactions annually, Ada's automation is providing new data to understand and improve the customer experience. 
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Adam Geneave
"Ada has supported our customer's agents to contribute to the overall ancillary income through our Customer Happinesscontact channels by selling eight times more ancillary products compared with 12 months ago."
Adam Geneave, Chief Customer Happiness Officer
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