Cebu Pacific has taken a groundbreaking step in customer service innovation by launching its first generative AI-powered agent in partnership with Ada, a global leader in AI-driven customer support. This move made Cebu Pacific the first airline in Southeast Asia to integrate generative AI into its customer service operations fully.
The Philippine budget airline, known for making air travel more accessible, is leveraging Ada’s advanced AI management platform to enhance passenger interactions across multiple digital touchpoints. With real-time, human-like assistance available 24/7, customers can expect faster, more accurate responses to common inquiries such as flight bookings, itinerary changes, and travel documentation requirements.
Raising the Bar for Customer Experience
“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. This milestone underlines our commitment to providing quick and seamless solutions to our customers while optimizing operations,” according to Candice Iyog, Chief Marketing and Customer Experience Officer at Cebu Pacific.
The AI agent is designed to offer personalized and context-aware responses, making interactions more efficient and meaningful. In addition, it integrates seamlessly with Cebu Pacific’s internal systems, providing passengers with up-to-date information on flight statuses, bookings, and other essential travel details.
A New Era for Airline Customer Support
Mike Gozzo, Chief Product & Technology Officer at Ada, highlighted Cebu Pacific’s forward-thinking approach, “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. 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. Ada’s platform is uniquely designed to help businesses like Cebu Pacific deliver outstanding experiences today while unlocking even greater value over time through continuous improvement by coaching and optimizing their AI Agent.”
The airline plans to further expand its AI capabilities by introducing multilingual support, proactive travel notifications, and intelligent recommendations for passengers. This initiative aligns with Cebu Pacific’s long-term strategy to innovate sustainably while maintaining high service standards.