Scoot has launched a transactional chatbot, named MARVIE (Scoot’s Most Awesome and Resourceful Virtual Intern Ever), on its Singapore Facebook page via Facebook Messenger.
Developed with the expertise of airline technology company Caravelo, MARVIE is said to be the first chatbot by an airline in Asia to allow transactions, in addition to responding to customer queries.
The chatbot is able to assist customers to search for flights, display the same fares and availability as reflected on Scoot’s website and mobile app, make flight bookings, and allow payment by credit card.
Since it was soft launched early this month, MARVIE has serviced an average of 50 unique users a day, and resolved 37.5 per cent of queries received on Facebook, according to Scoot.
This resolution rate is expected to rise as more customers interact with MARVIE.
There are plans for MARVIE to be able to accept promo codes, assist customers to manage and make changes to their bookings, purchase ancillary products such as preferred seats and travel insurance, make interline bookings involving flights by partner airlines, and accept more payment modes.
Scoot also intends to make MARVIE available in more languages and on more platforms, including the airline’s website.