Malaysia Airlines launches its MHchat, with Amadeus powering the back-end. The new feature helps travellers book flights and pay through Facebook Messenger.

The Amadeus Chatbot for Airlines is a new solution in collaboration with Malaysia Airlines. The latter is also Amadeus’ pilot customer.  The solution is designed to make it easier for travellers to book flights and retrieve bookings. Users can even ask questions through a social media messaging platforms. The Chatbot it will search, locate and push offers or information using artificial intelligence (AI).

Travellers can even complete a transaction, make a secure payment and receive the travel itinerary all within the same app.

Designed to mimic human conversation, MHchat acts like a true “travel buddy” that understands what the traveller needs. The result is a convenient, smart solution that is available 24/7, facilitating smoother transactions, immediate responses, and allowing conversations to take place when it suits the customer.

The Amadeus Chatbot for Airlines can be customised for any airline. It can deliver higher customer satisfaction and more revenue opportunities. It can also achieve cost-savings for customer care.

While Malaysia Airlines pilots MHchat, Amadeus will continue to drive technology improvements and bolster the chatbot with new features. This includes multi-language support and adding ancillary services to an existing booking.

The Amadeus Chatbot for Airlines solution is integral to Amadeus’ overall goal to shape the future of travel, by developing technology that has a positive impact on communities worldwide.