Singapore Airlines Launches Kris, a Chatbot that can Address Customer Queries

Singapore Airlines on Tuesday launched a beta chatbot, as it expands digital servicing channels for customers. The bot, named ‘Kris’, will initially be available on the SIA global Facebook page, and will later be made available on the website.

Customers who visit the Singapore Airlines (SIA) Facebook page and reach out to the Airline via Facebook Messenger will be able to chat privately with Kris and receive assistance for pre-flight-related queries. The bot is currently trained to address queries in English related to baggage, check-in, online booking, as well as traveling with infants and children.

“SIA is committed to offering our customers more choices and greater convenience in how they engage with us – at any time of the day or night. Kris will be under constant development as we further develop its knowledge library based on what our customers are most frequently reaching out to us for,” said Marvin Tan, Senior Vice President Customer Services & Operations. Mr. Tan was quoted on SIA website.

“Customer preferences are changing and with Kris, we are taking feedback into account by expanding our servicing platforms beyond traditional contact center and email channels,” he said.

In its welcome message, the bot says: “I may not be able to answer all your questions just yet – but I’m getting there,” according to a report appeared on Channel NewsAsia.

The bot, which is in constant learning mode, has been trained with historical data based on questions frequently searched for by customers on SIA’s website.

“Using variations of actual questions received from customers, Kris’ responses have been fine-tuned through rounds of iterations using artificial intelligence, with the aim of training the bot to provide conversational replies that can meet the needs of customers promptly and efficiently,” Mr. Tan added.

Singapore Airlines Limited is the flag carrier airline of Singapore with its hub at Singapore Changi Airport. The airline uses the Singapore Girl as its central figure in corporate branding.

The flag carrier of Singapore, SIA is one of the world’s largest airlines. From its hub at Singapore Changi Airport (SIN), the airline flies to more than 60 destinations in 35 countries on six continents. A member of the Star Alliance, SIA also has codeshare agreements with about 10 other airlines.