{"id":18249,"date":"2019-12-11T15:44:18","date_gmt":"2019-12-11T15:44:18","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=18249"},"modified":"2020-07-10T18:37:08","modified_gmt":"2020-07-10T18:37:08","slug":"ava-the-chatbot-replaces-airasia-call-centers","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/ava-the-chatbot-replaces-airasia-call-centers\/","title":{"rendered":"Ava the Chatbot Replaces AirAsia Call Centers"},"content":{"rendered":"<p><strong>AirAsia is closing its voice call centers and replacing them with a chatbot.<\/strong><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-18251\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/12\/ava.jpg\" alt=\"Ava the AirAsia chatbot\" width=\"245\" height=\"246\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/12\/ava.jpg 245w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/12\/ava-100x100.jpg 100w\" sizes=\"(max-width: 245px) 100vw, 245px\" \/>The chatbot, named Ava (AirAsia Virtual Allstar) is powered by artificial intelligence and has been busy handling some 50,000 messages daily this year.<\/p>\n<p>The controversial announcement was made by AirAsia&#8217;s client director of happiness, Adam Geneave at the annual Salesforce Dream force Conference.<\/p>\n<p>Geneave said: &#8220;We are very proud of our chatbot Ava, she has done an amazing job for our guests. Through Ava you can book a flight, change your reservation and she can answer hundreds of questions.&#8221;<\/p>\n<p>Ava doesn&#8217;t work alone, however. The friendly bot is integrated into the company&#8217;s Salesforce platform so when Ava can&#8217;t help a customer, he or she is transferred to Salesforce live chat.<\/p>\n<p>Geneave admits the decision to close its call centers is controversial. He said: &#8220;No one wants to wait in line in a voice call center anymore. Alexa and Siri, they&#8217;ve really brought out the voice AI and it&#8217;s very clear that voice AI is the way of the future.&#8221;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>AirAsia is closing its voice call centers and replacing them with an artificial intelligence powered chatbot called Ava..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/18249"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=18249"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/18249\/revisions"}],"predecessor-version":[{"id":18258,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/18249\/revisions\/18258"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=18249"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=18249"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=18249"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}