This makes Cebu Pacific the first airline in Southeast Asia to fully integrate generative AI across its customer service channels.
Instant, human-like support anytime, anywhere
In a statement over the weekend, Cebu Pacific said the AI agent is designed to provide quick, human-like responses to passenger inquiries, improving how customers interact with the airline.
It can handle common requests like flight bookings, itinerary changes, and travel documentation 24/7, ensuring real-time support without long wait times.
The system also integrates with Cebu Pacific’s databases, offering accurate flight updates, booking details, and other essential travel information.
Management’s view
“Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers,” said Candice Iyog, chief marketing and customer experience officer at Cebu Pacific.
“This milestone underlines our commitment to providing quick and seamless solutions to our customers while optimizing operations,” she added.
Smarter AI, smoother travel experience
As the AI continues to improve, Cebu Pacific plans to expand its capabilities to include proactive travel updates, multilingual support, and intelligent recommendations for passengers.
The airline is also reinforcing its commitment to innovation and service excellence.
AI-driven transformation
“Cebu Pacific, the Philippines’ leading airline serving over 20 million passengers annually across 14 countries, is setting a bold example of how applied AI can transform customer service,” said Mike Gozzo, chief product and technology officer at Ada.
“Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also to continually enhance the performance of their AI agent,” he said.
