Scoot gets shiny new transactional chatbot

Scoot has launched a transactional chatbot named M.A.R.V.I.E. on its Facebook page via Facebook Messenger. This is in tandem with its one-year anniversary of the Tigerair merger into Scoot.

In a press statement, Scoot said M.A.R.V.I.E is "the first chatbot by an Asian airline that allows flight transactions in addition with its initial ability to handle customer queries". M.A.R.V.I.E has already serviced an average of 50 unique users a day, and has a success rate of 37% on handling customer queries through Facebook. Scoot said that the chatbot will develop over time with more customer interaction. The most commonly asked queries pertain to baggage information, the Scoot Insider programme, KrisFlyer integration as well as the flight search and bookings.

There are also future plans in place for M.A.R.V.I.E to be able to accept promo codes and more payment modes, assist customers in managing and making amendments to booking records. It will also be involved in purchasing ancillary products such as preferred seats and travel insurance and to make interline booking with partner airlines. In addition, more languages are to be made available on M.A.R.V.I.E and to be placed on more platforms, including the Scoot’s website.

Vinod Kannan, Scoot’s chief commercial officer, has said that the merge with Tigerair has grown the Scoot network, which now has flights across 66 destinations in 18 countries/territories. He added that the company has invested in initiatives to improve its digital capabilities and customer experience.

“M.A.R.V.I.E. is one of the first of Scoot’s efforts towards this goal. Instead of having our customers come to us, we are committed to meeting them where they are, when it’s convenient for them. As the first airline in Asia to enable flight bookings and payment via our chatbot, we aim to make it simpler and more convenient for customers to realise their travel plans with Scoot, through a mobile-first approach beyond just the website and mobile app,” Vinod said. M.A.R.V.I.E. was developed with the expertise of Caravelo, a technology company that specialises in solutions for the airline industry.

"We are super proud of M.A.R.V.I.E. and of our long-standing partnership with Scoot. For the last two years, we've been pioneering conversational commerce in the airline industry and Scoot’s goals of meeting customers where they are and making travel planning simpler resonate with our view of digital servicing and retail. It's great that Scoot and M.A.R.V.I.E are setting the standard in Asia,” Caravelo’s chief commercial officer, Jonathan Newman said.

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