![]() ![]() “By capturing the intent of customers who interact with the chatbot, Dialogflow would enable us to trigger activities such as booking information retrieval.” “We stipulated that customers could complete all the activities needed to book flights with our airline and our codeshare partners through the chatbot,” explains Loh. The chatbot would be accessible 24 hours a day, seven days a week, and use natural language understanding to mimic human conversation, enabling it to act as a travel buddy for customers. Malaysia Airlines and Amadeus created a business case for the development of a chatbot that could be accessed through the widely used Facebook Messenger chat application. “While we currently obtain healthy revenues from our digital channels, we constantly look for ways to increase these.” ![]() “A team in our iSpace Innovation Lab has been experimenting for the past year with mobility and ways of increasing our digital revenues,” explains Alwin Loh, Head, Digital Transformation & Innovation, Malaysia Airlines. The airline embarked a couple of years ago on a three-stage transformation program that entailed digitizing technology assets and processes, digitizing business products and systems, and fostering innovation through hackathons and dedicated laboratories. Malaysia Airlines – Malaysia’s national carrier, which flies to more than 50 destinations across Asia, Australia, Europe, the Middle East, and New Zealand, and transports 40,000 people per day – is leading the way in implementing new technologies and business models. Save money with our transparent approach to pricingĭigital transformation is taking off in the airline industry carriers worldwide are using digital technologies to improve customer experiences, maximize revenues, and operate more efficiently. Rapid Assessment & Migration Program (RAMP) Migrate from PaaS: Cloud Foundry, OpenshiftĬOVID-19 Solutions for the Healthcare Industry ![]()
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