Against the onslaught of the Covid-19-fuelled disruption, the aviation industry has borne the brunt of the impact, as the clockwork mechanism of air travel has been thrown into disarray with an ever-evolving set of challenges and restrictions.
From January to July this year, the chatbot has handled over 34 million queries, a fivefold increase over the same period of last year, while the remaining 20%, of the more complex queries were handled by agents. “By the end of July, we managed to process over 73% of all refund requests – either through cash refund or credit account, which is about 3.5 million cases in total,” the chief customer happiness officer said.
Since the option was made available in June, Geneave has been pleased with the reception as a majority of its customers understand the extreme circumstances. In this fluid environment, AirAsia’s customer happiness, ground operations as well as regulatory affairs and communications teams keep each other abreast of the latest requirements imposed by the government and health organisations around the world, in order to pass the right message to its customers immediately.
For the future, the chief customer happiness officer saiud AirAsia’s in-house developers are constantly looking to improve AVA to enhance its user experience.
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