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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.

SriLankan Airlines introduces its AI-powered customer service chatbot Yaana

SriLankan Airlines recently introduced Yaana, an artificial intelligence (AI)-powered chatbot to augment its customer service facilities. Yaana is set to transform customer support and the way passengers interact with the airline by leveraging advanced AI and Natural Language Processing (NLP) technologies to intelligently assist with a wide range of passenger inquiries. Developed in collaboration with CodeGen International (Pvt) Ltd, Yaana is now live on SriLankan Airlines’ corporate website. The chatbot is expected to become an indispensable tool, especially during unplanned flight disruptions, a common occurrence in the airline industry, by assisting passengers in swiftly finding alternative travel options. Available globally, Yaana also has multilingual capabilities, making it accessible to SriLankan Airlines’ diverse, global customer base. How does Yaana work? Yaana is a generative AI virtual assistant powered by GPT-4 technology and is equipped with sophisticated retrieval capabilities to enhance customer interactions and efficiently address inquiries. The system also utilises a conversational AI framework and custom AI algorithms to deliver rapid, accurate, empathetic and contextually relevant responses. By cross-referencing multiple policy documents, real-time data sets, including flight schedules, Yaana ensures that passengers receive reliable, tailored information. Since going live, Yaana has handled close to 12,000 inquiries with remarkable efficiency, autonomously resolving 88 percent of reported issues and concerns. SriLankan Airlines’ head of worldwide sales and distribution Dimuthu Tennakoon said: “With its scalability, we anticipate Yaana will manage five times the current volume. By providing 24/7 assistance, including real-time updates during disruptions, streamlined booking guidance and personalised support for complex queries, Yaana will significantly enhance customer service every step of the way.”

EVA Air launches 24/7 customer service line

Taiwanese independent airline EVA Air officially launched its 24/7 customer service, offering around-the-clock support exclusively in English and Chinese. This makes EVA Air the first airline in Taiwan to provide this innovative service. Passengers can call their local EVA Air customer service line anytime for assistance in English or Chinese while existing support in local languages will continue to be available during regular service hours. This new 24/7 bilingual service marks a major step forward in EVA Air’s efforts to provide timely and professional assistance to passengers around-the-clock, ensuring a smoother and more secure travel experience. Boosting passenger experience As part of EVA Air’s ongoing commitment to enhancing passenger experience, the airline introduced an AI chatbot in traditional Chinese in 2019. The chatbot is capable of answering over 500 frequently asked questions, from bookings and flight schedules to baggage allowances and airport information. The airline plans to expand its live chat service in additional languages to offer even more support options for passengers. To further improve customer experience when calling the EVA Air customer support line, the airline implemented the GENESYS system in 2022, adding a “virtual queue” feature. Passengers can now opt for a callback, allowing the system to hold their place in line so that a representative can return their call in the original queue order, significantly reducing hold times. That said, EVA Air remains dedicated to service innovation and delivering an exceptional travel experience to passengers worldwide.

Sabre Hospitality launches SynXis Concierge.AI: revolutionizing customer service with generative AI

Sabre Hospitality, announced the launch of SynXis Concierge.AI, an innovative solution harnessing the power of Generative AI to transform customer service for hoteliers. SynXis Concierge.AI represents Sabre Hospitality’s first deployment of Generative AI, a technology that generates new content from inputs such as text, images, and code. Drawing on Sabre’s extensive data resources, Concierge.AI provides immediate, detailed, and accurate responses to specific queries, ensuring that effectiveness is no longer solely dependent on support agent knowledge and experience. Initially, SynXis Concierge.AI is being utilized by Sabre’s Customer Care and Delivery (CCD) team to enhance customer service. The entire CCD team is equipped with Concierge.AI, poised to handle a variety of customer interactions including questions, requests, and problem resolution. “SynXis Concierge.AI will significantly elevate the customer service experience by providing swift and accurate resolutions,” said Scott Wilson, President, Sabre Hospitality. “This innovation underscores our commitment to leveraging cutting-edge technology to meet and exceed our customers’ expectations.” Sabre Hospitality’s plans for SynXis Concierge.AI, include integration into the Community Portal to enhance self-service capabilities. Sabre is also exploring its application in existing products to drive operational efficiency and optimize conversions. “Generative AI represents a monumental leap in technology for the hospitality industry," said Amy Read, VP of Innovation at Sabre Hospitality. "With SynXis Concierge.AI, we are not only revolutionizing customer service but also unlocking new opportunities for driving operational efficiency and personalizing the guest experience. We have the data and connectivity to maximize Generative AI’s potential, and we are fully committed to continuous innovation, helping our customers achieve their fullest potential with this transforming technology.”

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TDM Travel Trade Excellence Awards Asia 2025

Introducing the TDM Travel Trade Excellence Awards, a prestigious awards programme recognising the pinnacle of excellence in the travel industry. With a keen focus on honouring the best hotels, airlines, airports, cruise lines, tour operators and travel agencies, booking platforms, and travel technology, projects, and initiatives, the TDM Travel Trade Excellence Awards programme aims to spotlight key players that consistently redefine industry standards and elevate customer experiences.

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The program for the Guest Experience Tech Summit & Expo explores how technology transforms customer experiences across sectors. Through keynote sessions, panels, and workshops, attendees discover topics such as AI, automation, sustainability, and analytics. From reshaping guest interactions with AI and IoT to driving operational efficiency and sustainability, participants gain actionable insights to innovate in guest experiences.

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