Key results
Priority Wait Time
<1 min
CSAT Increase
>50%
Result highlights
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The story
The Philippines’ largest airline flies to over 60 destinations across Asia-Pacific and the Middle East, managing high inquiry volumes primarily through digital channels.
A legacy rule-based chatbot required heavy manual maintenance, forcing teams to code individual flows and perform line-by-line data reviews. The...
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Quotes
“With the move to Ada, we had already seen improvements in the way we serve our customers. When generative AI was introduced, it was an opportunity to leverage our knowledge base to access all of the information Charlie needs.”
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The company
Cebu Pacific
cebupacificair.comLow-cost airline for domestic and international passenger air travel.
IndustryTravel & Tourism
LocationPasay City, Metro Manila, Philippines
Employees1K-5K
Founded1988