Singapore Airlines (SIA) has become the latest carrier to launch a customer service chatbot on the Facebook Messenger platform.
SIA’s chatbot, which is called Kris, will initially be available on the airline’s global Facebook page and will later be made available on singaporeair.com.
Customers who visit the Singapore Airlines Facebook page and contact the airline via Messenger will be able to chat privately with Kris and receive assistance on English-language queries relating to things like baggage, check-in, online booking, and travelling with infants and children. As a beta bot, Kris will be in constant learning mode and its capabilities will develop over time.
Based on historical data, Kris has been trained to address the most frequent queries customers search for on singaporeair.com or contact reservations offices for. Using variations of actual questions received from customers, Kris’ responses have been fine-tuned through rounds of iterations using artificial intelligence, with the aim of training the bot to provide accurate, conversational replies. The development of Kris was led by an in-house team.
Marvin Tan, Senior Vice President Customer Services & Operations, Singapore Airlines, said: “SIA is committed to offering our customers more choices and greater convenience in how they engage with us – at any time of the day or night. Kris will be under constant development as we further develop its knowledge library based on what our customers are most frequently reaching out to us for.
“Customer preferences are changing and with Kris we are taking feedback into account by expanding our servicing platforms beyond traditional contact centre and email channels.”