As part of its ongoing digital transformation, Cebu Pacific Air has officially launched its online travel assistant, Charlie the chatbot. Equipped with the ability to handle frequently asked questions and assist in various processes during their travel journeys, Charlie can cater to customers’ questions and concerns in a timelier manner, improving the overall customer experience for Cebu Pacific passengers.
Charlie can assist both first-time and seasoned travellers on the entirety of their travel journey. Since its inception in January this year, the chatbot has engaged with more than 393,000 passengers, responding to a range of customer concerns. He was able to address the majority of their concerns and queries, garnering positive feedback from passengers.
His capabilities include assisting passengers with their flight check-in, providing flight itineraries and boarding passes, as well as sharing details of Cebu Pacific’s ongoing seat sales and promotions. Customers can type in their queries in English one at a time; or choose from a variety of suggested topic options when they open the chat box.
“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.
Charlie is available on the airline’s website and official Facebook page. He functions 24/7 to answer customers’ frequently asked questions, which can range from flight bookings and inflight meals to baggage allowance.