For the convenience of the passengers, Singapore Airlines has launched a chatbot designed to answer customer queries.
As per the company’s press release, ‘Kris’ (the beta bot) is operating on the SIA’s Facebook page and will be made available on its website as soon as possible.
How Can The Customers Connect To It?
Multiple users can chat with Kris via Facebook Messenger and can ask questions and queries related to their flights.
SIA stated that “The bot is currently trained to address queries in English related to baggage, check-in, online booking, as well as traveling with infants and children.”
To answer the different queries of a number of customers, the bot is constantly in learning mode. It has been trained with historical data based on questions frequently searched for by the users.
The company mentioned that “Using variations of actual questions received from customers, Kris’ responses have been fine-tuned through rounds of iterations using artificial intelligence.”
Being developed by an in-house team, the basic focus of this chatbot is to expand its digital servicing channels for customers.