Cebu Pacific officially launches 'Charlie' chatbot for customer support


Posted at Oct 08 2019 10:57 PM | Updated as of Oct 09 2019 08:08 AM

MANILA - Cebu Pacific officially launched on Tuesday its customer support chatbot which it named Charlie. 

Candice Iyog, vice-president for Marketing and Customer Experience at Cebu Pacific, said they launched the chatbot as part of their "thrust to enhance customer experience with the airline." 

The airline introduced Charlie, which it calls an "online travel assistant", in January this year. 

Charlie can be accessed through the Cebu Pacific website, or through the carrier’s official Facebook page.

The chatbot was programmed to assist customers in checking in for flights, and even provide the itinerary or boarding passes, the airline said. 

Charlie can also help customers search for promo fares and other offerings such as premium seat selections, inflight meals, and baggage allowance. 

Cebu Pacific's customer support chatbot Charlie.

“As we officially launch our chatbot, we hope to offer convenience and helpful information within our travelers’ fingertips,” Iyog said in a statement. 

Since the chatbot's introduction in January this year, it has engaged with over 393,000 passengers, and was able to address the majority of their concerns and queries, Cebu Pacific said. 

The airline however admitted that the online assistant still has "a long way to go in terms of learning – just like any chatbot." 

"Rest assured, we are continuously working on expanding Charlie’s knowledge in order to provide our passengers with the best customer experience possible,” added Iyog.

Earlier this year, budget airline AirAsia also launched its chatbot named AVA.  

AirAsia said it would close its customer support hotlines by the end of the year as the chatbot took over customer queries.