Monday, 01 October 2018 07:12

Malaysia Airlines tests out chatbot for bookings

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Malaysia Airlines tests out chatbot for bookings Pixabay

Prospective travellers who opt to use Malaysia Airlines can now book flights and pay for them using Facebook Messenger, the company has announced.

It said the functionality was available through a chatbot known as MHchat which had been built by technology solutions provider Amadeus.

Malaysia Airlines is serving as the pilot airline for testing out the app, the company said.

Using MHchat, customers look up flights and ask questions related to bookings, and the chatbot will search, locate and push offers or information using artificial intelligence.

Users can also make secure payments and receive their travel itinerary through the app.

Malaysia Airlines chief executive Captain Izham Ismail said: “Customer experience is a key priority for Malaysia Airlines and we are deeply committed to constantly improving it. Our digital transformation strategy lies at the heart of this, as we continuously harness new and innovative technologies to enhance all touchpoints for our guests.

"We are pleased to partner with Amadeus on the launch of MHchat, and we are excited to be the first in Malaysia to bring this to travellers. We were very pleased with Amadeus’ ability to deliver this innovative solution within the short timeframe of a few months. We look forward to further exploring how we can deliver more personalised and integrated services for our customers.”

Cyril Tetaz, executive vice-president, Airlines, Asia Pacific, Amadeus, said, “We are very delighted to work with Malaysia Airlines on its digital transformation; MHchat is a testimony to the airline’s commitment to evolve its digital channels.

“Agility is crucial when working on innovative digital solutions, and working together with Malaysian Airlines, we have delivered this innovative platform in three months. Many airlines are embarking on turnaround transformation initiatives, driven by a real will to address competition but above all to improve the customer experience.”

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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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