Cebu Pacific set to change the customer service game with its generative AI service agent

Philippine low-cost carrier Cebu Pacific announced a partnership that may change the game in terms of airline customer service in Southeast Asia.

Cebu Pacific has teamed up with global AI customer service specialist Ada to launch its first generative AI service agent.

This upcoming multi-channel innovation puts the airline at the forefront in the use of AI in customer service in the Southeast Asian region.

According to airline chief marketing and customer experience officer Candice Iyog: “Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers.”

Iyog added that this technological milestone underlines Cebu Pacific’s commitment to providing quick and seamless solutions to its customers whilst optimising operations.  

The launch of this generative AI agent is a key part of Cebu Pacific’s long-term strategy to innovate sustainably and deliver consistent excellence for its passengers.

Making a difference with Ada

With Ada’s state-of-the-art AI management platform, Cebu Pacific is enhancing how customers interact with the brand across multiple touchpoints, delivering instant, accurate, and human-like support at scale.

The new AI Agent will initially support Cebu Pacific passengers by automating common inquiries such as flight bookings, itinerary changes, and travel documentation requirements. 

Operating 24/7, it ensures customers receive support in real time.

Ada’s generative AI capabilities also enable personalized and context-aware responses, making interactions more meaningful. 

Furthermore, the AI Agent integrates seamlessly with Cebu Pacific’s systems, providing customers with accurate information about their bookings, flight statuses, and more.

Ada’s chief product and technology officer Mike Gozzo pointed out how Cebu Pacific is setting a bold example of how applied AI can transform customer service.

Gozzo said: “Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also to continually enhance the performance of their AI Agent. Ada’s platform is uniquely designed to help businesses like Cebu Pacific deliver outstanding experiences today while unlocking even greater value over time through continuous improvement by coaching and optimizing their AI Agent.”

Cebu Pacific’s collaboration with Ada further underscores its vision of making every travel interaction extraordinary. 

As the airline scales its AI capabilities across customer service channels, it will continue exploring new use cases to further elevate the customer experience, including proactive notifications, multilingual support, and intelligent recommendations for travelers.