Cathay Pacific launches advanced conversational AI to enhance customer experience

London Cathay Pacific is enhancing the digital experience of its customers by launching an advanced conversational artificial intelligence (AI) in partnership with Fano Labs, a Hong Kong-based language AI company.

Cathay is constantly striving to develop new technologies that enable it to give customers more choice and control over their journeys, whether on the ground, in the air or on digital channels.

In recent years, this has included the introduction of AI chatbots that enable passengers and freight customers to receive instant responses to their inquiries, from checking flight status, to booking changes and online shopping.

Under the airline’s Conversational AI Roadmap, Cathay Pacific is working to further improve the digital customer experience using the most advanced language AI techniques.

New conversational AI technology developed in partnership with Fano Labs will improve the efficiency and productivity of the airline’s AI chatbots, enabling it to provide more accurate responses to customer inquiries.

Shift in customer preference to WhatsApp and WeChat


With travel demand returning, Cathy expects an increase in call and chat traffic, with post-Covid travel inquiries already growing rapidly in the past few months.

The airline has also seen a shift in customer behavior, switching from traditional hotlines to digital channels like WhatsApp and WeChat to get more immediate responses.

Digital channel usage has seen 10-20% monthly growth over recent months, as Cathay continues to add more flight capacity.

AI Chatbot Training


To build an AI-powered chatbot that delivers a superior digital experience for customers, the most important but challenging task is to find large amounts of high-quality data to train the chatbot so that it can understand what people are asking for, and why, to provide the appropriate information. responses.

Training such a chatbot is often time-consuming and expensive, requiring human “AI trainers” to look at historical data to see how customers interact with the chatbot, extract useful bits of this historical data, clean and annotate it manually, and then re-enter it again. other. Chatbot for learning.

To meet these challenges, Cathay Pacific and Fano Labs became one of the first companies in the market to successfully develop and launch an AI Conversational Training Excellence platform that uses AI techniques to train AI chatbots.

The AI ​​Trainer takes advantage of Fano Labs’ Callinter product to analyze interactions with customers, including voice calls, live chats, WeChat messages, and WhatsApp messages.

It automatically groups this data into different categories for further processing, before submitting the results to a human supervisor for review and approval. Then the AI ​​chatbot learns from the data extracted by the AI ​​trainer.

With the implementation of this system, Cathy expects to reduce the time needed to train chatbots by 50%, which means that the regular learning cycle will be shortened from 4-6 weeks to just 1-2 weeks.

Cathay Pacific Statement


Cathy Director of Digital and IT Lawrence Fong He said: “As a company with more than seven decades in Hong Kong, we are committed to supporting local tech startups like Fano Labs and innovating together to build our digital leadership – a pillar to achieving our vision of becoming one of the world’s greatest service brands.”

“This collaborative effort in conversational AI technology is the latest example of how we can work together with startups to develop mutually beneficial partnerships and ultimately bring improved benefits and services to our customers.”

Fanos Labs statement


Dr. Miles Wayne, Co-Founder and CEO of Fano Labs He said, “Fano Labs, a local AI company, was established with the aim of delivering the best AI technologies in multiple languages ​​to our customers to generate business value.”

“Our partnership with Cathy began in 2019 under the introduction of the Hong Kong Science and Technology Parks Foundation.”

“For the past few years, we are honored to have been entrusted by Cathy to co-implement the company’s conversational AI strategy. This successful collaboration is a powerful showcase for Hong Kong’s burgeoning innovation and technology ecosystem.”

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