Cebu Pacific deploys AI-driven assistance to enhance travel experience

CIOTechOutlook Team | Monday, 24 February 2025, 08:53 IST

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Cebu Pacific, under Gokongwei's leadership, is enhancing customer service by introducing its generative AI-driven agent, making it the first airline in Southeast Asia to implement this technology extensively. Developed in collaboration with Ada, the AI agent will manage frequent passenger questions 24/7, automating replies related to reservations, travel plans, and travel documents. The system additionally integrates with Cebu Pacific’s databases, providing precise flight updates, booking information, and other crucial travel details.

“Cebu Pacific, the Philippines’ leading airline serving over 20 million passengers annually across 14 countries, is setting a bold example of how applied AI can transform customer service,” said Mike Gozzo, chief product and technology officer at Ada.

As AI advances, Cebu Pacific intends to enhance its features to incorporate proactive travel updates, support in various languages, and smart suggestions for travelers. The airline is further strengthening its dedication to innovation and outstanding service.

“Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI, to better serve our passengers,” said Candice Iyog, Cebu Pacific’s chief marketing and customer experience officer.

“This milestone underlines our commitment to providing quick and seamless solutions to our customers while optimizing operations,” she added.

The AI agent connects with current systems, offering accurate and tailored assistance. Cebu Pacific intends to enhance the AI's functionalities in the future.

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