Malaysia Airlines unveils new flight booking chatbot through Facebook Messenger

SEPANG: Malaysia Airlines, together with Amadeus, has launched MHchat, a new feature which helps travelers book flights and pay through the popular social media app, Facebook Messenger.
Jointly developed with Malaysia Airlines as its pilot customer, the Amadeus Chatbot for Airlines is a new solution designed to make it easier for travelers to book flights, retrieve bookings, and ask questions through a social media messaging platform customers are already familiar with.
On Facebook Messenger, Malaysia Airlines’ customers can use MHchat if they want to look up flights, or ask a question related to a booking, and it will search, locate and push offers or information using artificial intelligence (AI). Travellers can even complete a transaction, make a secure payment and receive the travel itinerary all within the same app.
Designed to mimic human conversation, MHchat acts like a true “travel buddy” that understands what the traveler needs. The result is a convenient, smart solution that is available 24/7, facilitating smoother transactions, immediate responses, and allowing conversations to take place when it suits the customer.
Malaysia Airlines group CEO Izham Ismail said customer experience is a key priority for the airline and it is committed to constantly improving it.
"Our digital transformation strategy lies at the heart of this, as we continuously harness new and innovative technologies to enhance all touchpoints for our guests. We are pleased to partner with Amadeus on the launch of MHchat, and we are excited to be the first in Malaysia to bring this to travelers. We were pleased with Amadeus’ ability to deliver this innovative solution within the short timeframe of a few months. We look forward to further exploring how we can deliver more personalized and integrated services for our customers.”
The Amadeus Chatbot for Airlines can be customised for any airline, delivering higher customer satisfaction, and more revenue opportunities as well as cost-savings around customer care.