Singapore Airlines takes off with new beta chatbot 'Kris'

Singapore Airlines (SIA) has launched a beta chatbot named "Kris", in a bid to expand its digital servicing channels for consumers. "Kris" will initially be made available on the SIA global Facebook page, and its website thereafter.

Customers will be able to chat with "Kris" via Facebook Messenger and receive assistance for pre-flight-related enquiries. As a beta bot, "Kris" will constantly be learning and developing its capabilities its over time. Currently, it is trained to address enquiries related to baggage, check-in, online booking and travelling with infants and children, in English. It was also developed by an in-house team.

According to the statement, using variations of actual questions received from customers, the chatbot's responses have been fine-tuned through rounds of iterations using artificial intelligence. This is with the aim of training the bot to offer conversational replies that can promptly and efficiently meet the needs of customers. The statement added that SIA has been progressively enhancing the chatbot's digital capabilities.

“Kris will be under constant development as we further develop its knowledge library based on what our customers are most frequently reaching out to us for. Customer preferences are changing and with Kris we are taking feedback into account by expanding our servicing platforms beyond traditional contact centre and email channels,” Marvin Tan, senior VP customer services and operations.

Most recently, SIA and Grab struck a partnership which will see the integration of their mobile apps to provide more convenience and seamless travel experiences for travellers in Southeast Asia. This included markets such as Singapore, Indonesia, Malaysia, the Philippines, Thailand and Vietnam.