Malaysia Airlines and Amadeus launch flight booking chatbot

Malaysia Airlines has introduced MHchat, a new chatbot designed to facilitate flight bookings and payments through the Facebook Messenger social media application. The technology was developed in partnership with Amadeus IT Group, which acted as the technology provider.

The MHchat feature utilizes artificial intelligence to provide real-time responses, search for flights, and present offers. Travelers can complete transactions and receive itinerary information directly within the messaging app, offering a convenient and 24/7 accessible service. The solution was developed within a three-month timeframe.

"Customer experience is a key priority for Malaysia Airlines and we are deeply committed to constantly improving it," said Captain Izham Ismail, CEO of Malaysia Airlines. "We are pleased to partner with Amadeus on the launch of MHchat, and we are excited to be the first in Malaysia to bring this to travelers."

Amadeus stated that the chatbot platform can be customized for any airline and aims to improve customer satisfaction and revenue opportunities. Future enhancements planned for the chatbot include multi-language support and integration with voice assistants.