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." Charlie can be accessed through the Cebu Pacific website, or through the carrier’s official Facebook page.
Charlie can also help customers search for promo fares and other offerings such as premium seat selections, inflight meals, and baggage allowance. 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.
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