Cebu Pacific, the Philippines’ premier airline, is proud to announce a groundbreaking partnership with Ada, a global leader in AI customer service, to introduce the airline’s first generative AI Agent. With this innovation, Cebu Pacific becomes the first airline in Southeast Asia to fully integrate generative AI into its customer support across various channels.
Known for providing accessible and enjoyable travel experiences, Cebu Pacific is elevating its customer service to new levels. By leveraging Ada’s cutting-edge AI management platform, the airline is revolutionizing customer interactions, delivering fast, precise, and human-like support on a large scale.
“We have always prioritized innovation at Cebu Pacific, aiming to deliver exceptional travel experiences. By partnering with Ada, we are setting a new standard in customer service, utilizing AI to better assist our passengers,” said Candice Iyog, Chief Marketing and Customer Experience Officer at Cebu Pacific. “This milestone reflects our ongoing commitment to offering seamless, efficient solutions while optimizing operations.”
The AI Agent will initially handle common customer inquiries such as flight bookings, itinerary changes, and travel documentation requirements. Available 24/7, it ensures passengers receive immediate assistance whenever needed. Ada’s generative AI capabilities further enhance the experience by providing personalized, context-driven responses, making interactions more engaging and relevant. Additionally, the AI Agent integrates seamlessly with Cebu Pacific’s existing systems, offering real-time updates on bookings, flight statuses, and more.
“Cebu Pacific, which serves over 20 million passengers annually across 14 countries, is setting an exemplary standard for how AI can revolutionize customer service,” said Mike Gozzo, Chief Product & Technology Officer at Ada. “Through our partnership, Cebu Pacific is not only able to scale its support across different channels and markets but also continuously improve the performance of its AI Agent, ensuring an outstanding experience for its customers.”
This collaboration with Ada is part of Cebu Pacific’s vision to make every travel interaction extraordinary. As the airline expands its AI capabilities, it will explore new ways to enhance the customer experience, including proactive notifications, multilingual support, and intelligent travel recommendations.
The launch of the AI Agent marks a significant step in Cebu Pacific’s long-term strategy to innovate sustainably while delivering consistent excellence to its passengers. To learn more about Cebu Pacific’s latest initiatives, visit www.cebupacificair.com.
