Cebu Pacific is taking a new approach to customer service by introducing a generative AI Agent through a partnership with Ada, a leader in AI-powered customer service solutions. This initiative makes Cebu Pacific the first airline in Southeast Asia to fully adopt generative AI for customer support across multiple platforms.
The AI Agent will provide 24/7 real-time assistance, helping passengers with common inquiries such as flight bookings, itinerary changes, and travel document requirements. By integrating directly with Cebu Pacific’s systems, the AI will give passengers quick and accurate updates on their flights and bookings.
Cebu Pacific’s Commitment to Innovation
Mike Gozzo, Chief Product & Technology Officer at Ada, expressed the importance of this partnership, saying, “Cebu Pacific, the Philippines’ leading airline serving over 20 million passengers annually across 14 countries, is setting a bold example of how applied AI can transform customer service. Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also to continually enhance the performance of their AI Agent. Ada’s platform is uniquely designed to help businesses like Cebu Pacific deliver outstanding experiences today while unlocking even greater value over time through continuous improvement by coaching and optimizing their AI Agent.”
Cebu Pacific aims to improve passenger experiences by enhancing its customer service capabilities. With Ada’s advanced AI Agent technology, the airline can offer human-like responses and personalized support, making interactions more seamless and efficient.
Candice Iyog, Chief Marketing and Customer Experience Officer at Cebu Pacific, emphasized the airline’s commitment to improving customer service, stating, “Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers. This milestone underlines our commitment to providing quick and seamless solutions to our customers while optimizing operations.”
Future Plans for AI-Powered Services
Cebu Pacific’s collaboration with Ada is just the beginning. The airline plans to expand AI-driven features, including multilingual support, proactive travel notifications, and intelligent recommendations for travelers. These improvements aim to create a more seamless experience for passengers at every stage of their journey.
By integrating AI Agent into customer service, Cebu Pacific continues to explore new ways to optimize operations and provide efficient solutions. The AI Agent launch aligns with the airline’s long-term goal of maintaining high service standards while embracing innovation.
