Malaysia Airlines pilots Amadeus’ chatbot for bookings


Malaysia Airlines, together with Amadeus, has launched MHchat, a new feature which helps travellers book flights and pay through 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 travellers to book flights, retrieve bookings and ask questions through a social media messaging platform customers are already familiar with.

Malaysia Airlines’ latest digital development is a 24/7 available chatbot via Facebook Messenger

On Facebook Messenger, Malaysia Airlines’ customers can use MHchat if they want to look up flights or ask a question related to a booking. The bot will search, locate and push offers or information using artificial intelligence.

Travellers can even complete a transaction, make a secure payment and receive the travel itinerary all within the same app.

The Amadeus Chatbot for Airlines can be customised for any airline, delivering customer satisfaction, more revenue opportunities as well as cost-savings around customer care, according to the launch partners.

Amadeus said it will continue to drive technology improvements and bolster the chatbot with new features including multi-language support, adding ancillary services to an existing booking, and integration with Amazon’s Alexa for voice capabilities.

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