Cebu Pacific is discontinuing its call center operations next month in line with efforts to speed up its digital transformation and improve overall customer experience. Digital transformation has been predicted many years in the past and somehow around 2020, because of the pandemic, every industry realized its immediate importance and are now slowly embracing it to service people.
The airline said it would discontinue its Philippine hotline numbers by May 1 given the improvements in online booking, check-in, manage booking and online travel assistant Charlie the Chatbot.
The airline said 87 percent of its passengers maximized its website to book flights directly in the platform, while 67 percent conveniently managed their bookings online.
Cebu Pacific started ramping up its customer-first initiatives through digital innovation in 2017 when it was among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.
The airline introduced in 2018 Charlie the chatbot in order to enable passengers to receive real-time answers to common queries and transactions such as flight schedule and status, check-in process, itinerary and boarding pass retrieval, or lead them to the right steps to address their concerns.
Since then, Cebu Pacific said Charlie the chatbot has been continuously improved and is now able to respond to more queries, without having to talk to an agent.In the past year, the carrier has further improved its self-service options, now allowing everyJuan to not only choose their preferred flexibility options easily through CEBmanageflight, but even to correct and update information as needed, manage group bookings online, and receive notifications via email or SMS, among others. The carrier also recently waived change fees permanently, enabling passengers to rebook as many times as they need.
Photo Sources: iamjosemanuel.com, traveldailymedia.com, tribune.net.ph
