Oct 1, 2020

Meet Charlie of CebuPac

“We’ve always talked about being an enabler of fun and accessible travels, and as part of our thrust to enhance customer experience with the airline, we created Charlie. As we officially launch our chatbot, we hope to offer convenience and helpful information within our travelers’ fingertips,” Iyog said.

Cebu Pacific encouraged passengers to meet Charlie the chatbot, for their last-minute concerns and immediate assistance.

Candice Iyog, Vice President for Marketing and Customer Experience at Cebu Pacific, said that Charlie was introduced in January 2019 and able to respond to a multitude of customer concerns.

“We’ve always talked about being an enabler of fun and accessible travels, and as part of our thrust to enhance customer experience with the airline, we created Charlie. As we officially launch our chatbot, we hope to offer convenience and helpful information within our travelers’ fingertips,” Iyog said.

Charlie can assist both first-time and seasoned travelers on the entirety of their travel journey.

Iyog said that passengers only need to message him via Cebu Pacific website, or through the carrier’s official facebook page, and he can assist in checking in for flights, boarding passes and promos.

He also said that Charlie is online 24/7 to provide answers to frequently asked questions about booking and requirements needed before the flight. Charlie may also lead you to relevant information about other offerings such as premium seat selections, inflight meals, and baggage allowance.

Chatting with Charlie is as simple as chatting with a friend. You can type in your query in English one at a time; or you can choose from a variety of suggested topic options when you open the chat box.

Since Charlie was launched early this year, the chatbot has engaged with over 393,000 Cebu Pacific passengers. Charlie was able to address majority of their concerns and queries—garnering positive feedback from passengers.

“Charlie still has a long way to go in terms of learning – just like any chatbot. Rest assured, we are continuously working on expanding Charlie’s knowledge in order to provide our passengers with the best customer experience possible,” Iyog added.

 

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