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新航推出聊天機械人 提升客戶服務

20/12/2017

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​新加坡航空公司(新航)宣布推出Beta版/測試版聊天機械人(chatbot),全面擴展電子平台為客戶提供服務。新航聊天機械人取名為“Kris”。現階段會率先在Facebook Messenger 推出,將陸續於新航官方網頁與客戶互動。

旅客現可透過新航Facebook 主頁的Messenger,以對話形式向Kris查詢有關航班起飛前的資訊。Kris 現處於測試階段,它會根據與客戶的對話進行學習,令其功能日趨完善。機械人能提供英文協助,為旅客解決如行李托運、預辦登機、網上預訂機票、與嬰幼兒同行等有關航班常見問題。

透過參考以往在新航網頁和訂位部所收集的常見問題,再以不同方式提問各常見查詢,利用人工智能反覆微調Kris的回應,務求令Kris更有效率地為客人提供更個人化的服務。機械人是由新航一班內部團隊帶領下開發,其數碼功能亦會逐步加強。

新加坡航空高級副總裁(客戶服務及營運)陳名洪表示:「新航致力提供更便捷及更多選擇的聯絡方式,讓旅客不分晝夜均可跟新航保持聯絡。Kris將會進行持續性的演進,將常見問題增加至資料庫內。」「客人的喜好不斷轉變,有了Kris新航便可在傳統的聯絡方式以外去處理旅客的意見。」

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