Malaysia Airlines has launched a flight booking chatbot in partnership with travel technology provider Amadeus that allows customers to book and pay for flights over Facebook Messenger.

Jointly developed with Malaysia Airlines as a pilot customer, the Amadeus Chatbot for Airlines also allows users to retrieve bookings and ask questions through the social media messaging platform.

The airline’s MHchat will search, locate and push offers or information using artificial intelligence (AI). Using the technology, customers can complete a transaction, make a secure payments and receive their travel itinerary all within the same app.

MHchat is designed to mimic human conversation and is available 24/7, facilitating immediate responses to requests and questions.

Captain Izham Ismail, CEO of Malaysia Airlines, said: “We are pleased to partner with Amadeus on the launch of MHchat, and we are excited to be the first in Malaysia to bring this to travellers. We were very pleased with Amadeus’s ability to deliver this innovative solution within the short timeframe of a few months. We look forward to further exploring how we can deliver more personalised and integrated services for our customers.”

Cyril Tetaz, executive vice president of airlines for Asia Pacific at Amadeus, added: “We are very delighted to work with Malaysia Airlines on this digital transformation; MHchat is a testimony to the airline’s commitment to evolve its digital channels.

“Agility is crucial when working on innovative digital solutions, and working together we Malaysian Airlines, we have delivered this innovative platform in three months. Many airlines are embarking on turnaround transformation initiatives, driven by a real will to address competition but above all to improve the customer experience.”

Explore MHchat at m.me/mhchats

amadeus.com; malaysiaairlines.com

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