AirAsia has significantly transformed its customer support operations, reducing the number of live agents from 1,500 to under 100 by leveraging Conversational AI. This session will explore how AirAsia is optimizing customer experience (CX) through automation, cloud infrastructure, and AI-driven workflows. We will discuss the strategies behind their centralized customer journey approach, chatbot advancements, and telephony service enhancements, all aimed at creating a seamless customer experience.

Session Objectives:

• Understand how AirAsia has successfully scaled down its live agent workforce while enhancing CX.
• Explore the role of Conversational AI in automating customer interactions and improving efficiency.
•  Discuss the importance of cloud infrastructure in assessing and optimising customer journeys.
• Analyse the impact of AI-driven chatbots in predicting user behaviour and handling complex queries.
• Examine the modernisation of customer engagement workflows and its impact on user satisfaction.
• Learn how AirAsia measures success through NPS, customer surveys, and case resolution rates.