The company’s GenAI-powered Virtual Assistant makes visa information easier, faster, and more accessible for applicants.
VFS Global Co., Ltd was recognised at the Travel Daily Media Travel Trade Excellence Awards 2026 - Thailand as the Technology Innovation of the Year - Thailand winner. The company received the award for its GenAI-Powered Virtual Assistant which provides applicants with instant support around the clock and accurate, destination-specific information.
Making visa information easier to access
The VFS Global Thailand GenAI-Powered Virtual Assistant addresses a common challenge faced during the visa application process: finding the right information quickly and easily.
Unlike a general-purpose AI chatbot, the Virtual Assistant is trained only on official content from individual VFS country-specific websites. It provides information based on the applicant’s chosen destination, reducing confusion and the risk of receiving irrelevant information.
The Virtual Assistant supports multiple languages, including English, Thai, Japanese, German, French, and Italian, across relevant visa routes. It is also designed with strict controls on the information it can access. Its access is restricted to content available on the designated VFS Global visa route website.
The technology is built and hosted on VFS Global’s internal IT infrastructure to give the company control over data governance, compliance, and service quality. The platform uses privacy-by-design measures to automatically identify and mask sensitive personal information such as passport numbers, dates of birth, phone numbers, email addresses, names, and payment card details. As an additional privacy safeguard, customer queries are not stored in back-end data logs.
The virtual assistant goes beyond answering questions. It can also share multimedia content and connect applicants with live agents when further support is needed. It also includes a feedback feature within the chat interface, allowing applicants to share their experience in real time. VFS Global uses this feedback to identify areas for improvement and refine its service continuously enhance the service.
The virtual assistant operates 24/7, giving applicants faster access to visa information without requiring them to search through multiple web pages. At the same time, it benefits customer service teams enabling them to spend more time addressing complex enquiries instead of responding to frequently asked questions.
By combining AI-powered capabilities, multilingual support, robust privacy controls and access to human assistance, the VFS Global Thailand GenAI-powered Virtual Assistant is helping create to create a simpler and more reliable visa information experience for applicants.
The Travel Daily Media Travel Trade Excellence Awards - Thailand recognises the pinnacle of excellence in the travel industry across Thailand. With a focus on honouring the best hotels, airlines, airports, cruise lines, tour operators and travel agencies, booking platforms, travel technology, projects, and initiatives, the awards aim to spotlight key players that consistently redefine industry standards and elevate customer experiences.
The TDM Travel Trade Excellence Awards 2026 - Thailand is presented by Travel Daily Media Magazine. To view the full list of winners, click here. For more information about the awards programme, please contact Marni Marco at +(65) 3158 1386 ext. 217 or [email protected].
