Cebu Pacific introduces online chatbot for customer support

Philippines-based low-cost carrier Cebu Pacific has launched its online travel assistant, Charlie the Chatbot, to provide 24/7 support for customers.

Charlie, now available on the airline’s website and official Facebook page, can help answer customers’ frequently asked questions, which include flight bookings, inflight meals, baggage allowance and so on.

Customers who need help can type in their queries in English one at a time, or choose from a variety of suggested topic options when they open the chatbox.

Charlie’s capabilities also include assisting passengers with their flight check-in, providing flight itineraries and boarding passes, and sharing details of the airline’s ongoing seat sales and promotions.

“We’ve always talked about being an enabler of fun and accessible travels, and as part of our thrust to enhance customer experience with the airline, we created Charlie,” said Candice Iyog, vice president for marketing and customer experience at Cebu Pacific.

“As we officially launch our chatbot, we hope to offer convenience and helpful information within our travelers’ fingertips.

“Charlie 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.”

The airline says Charlie has engaged with more than 393,000 passengers since its inception in January this year.