Fri, 27 July 2018

Scoot Expands Role of Chatbot Marvie

Scoot this week launched a transactional chatbot, named Marvie, on its Singapore Facebook page via Facebook Messenger.

Coinciding with the one-year anniversary of the merger of Tigerair into Scoot, Marvie can process transactions and respond to customer queries.

 Marvie was soft-launched on 2 July 2018 to handle queries from customers, and now its services have been expanded to include assisting customers search for flights, display the same fares and availability as reflected on Scoot’s website and mobile app, make flight bookings, and allow payment by credit card – essentially a full transaction flow.

Scoot. Picture by Steven Howard of Click to enlarge.

Since it was soft-launched on 2 July 2018, Marvie has serviced on average 50 unique users a day, and successfully resolved 37.5% of the queries that come through Facebook. The airline says that this resolution rate is expected to rise as Marvie is in constant learning mode and its capabilities should improve over time as more customers interact with it.

 The most commonly asked queries to date pertain to baggage, the Scoot Insider programme, KrisFlyer integration, as well as flight search and booking, proving that there is indeed demand for transactional capability via chatbot.

“One year on from merging Tigerair into Scoot, Scoot has grown significantly and our network now spans 66 destinations across 18 countries/territories,” said Scoot’s Chief Commercial Officer, Mr Vinod Kannan. “In the meantime, we have also invested heavily in several initiatives to improve our digital capabilities and the customer experience. Marvie is one of the first of Scoot’s efforts towards this goal; instead of having our customers come to us, we are committed to meeting them where they are, when it’s convenient for them. As the first airline in Asia to enable flight bookings and payment via our chatbot, we aim to make it simpler and more convenient for customers to realise their travel plans with Scoot, through a mobile-first approach beyond just the website and mobile app.”

In the future, Marvie will be able to accept promo codes, assist customers to manage and make changes to their bookings, purchase  ancillary products such as preferred seats and travel insurance, make interline bookings involving flights by partner airlines, and accept more payment modes. There are also plans to make Marvie available in more languages and on more platforms, including  Scoot’s website.

Scoot says the official name of the chatbot is M.A.R.V.I.E. (Most Awesome and Resourceful Virtual Intern Ever).

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