Cebu Pacific, the Philippines’ leading airline, is revolutionizing customer service by becoming the first airline in Southeast Asia to fully integrate generative AI into its support system. Through a strategic partnership with Ada, a global leader in AI-powered customer service, Cebu Pacific is introducing its first generative AI Agent, designed to provide instant, accurate, and human-like assistance across multiple channels.
Known for making travel accessible and enjoyable for every Juan, Cebu Pacific is now taking its commitment to exceptional service to new heights. With Ada’s state-of-the-art AI management platform, the airline is transforming customer interactions, ensuring passengers receive real-time, seamless support at scale.
“Cebu Pacific has always been at the forefront of innovation, striving to deliver extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers,” said Candice Iyog, Chief Marketing and Customer Experience Officer at Cebu Pacific.
“This milestone underscores our commitment to providing quick, seamless solutions while optimizing operations.”
AI-Powered Support: Instant, Intelligent, and Available 24/7
The AI Agent will initially assist Cebu Pacific passengers by automating responses to common inquiries, including flight bookings, itinerary changes, and travel documentation requirements. Operating round the clock, the AI ensures that customers receive real-time assistance anytime, anywhere.
Powered by Ada’s generative AI capabilities, the system delivers personalized, context-aware responses, making interactions more efficient and engaging. Additionally, seamless integration with Cebu Pacific’s internal systems allows the AI to provide passengers with accurate, up-to-date information on bookings, flight statuses, and more.
“Cebu Pacific, a leading airline serving over 20 million passengers annually across 14 countries, is setting a bold example of how applied AI can transform customer service,” said Mike Gozzo, Chief Product & Technology Officer at Ada.
“Our partnership empowers Cebu Pacific to scale support across multiple markets while continuously improving AI performance through coaching and optimization.”
Shaping the Future of Customer Service in Aviation
Cebu Pacific’s collaboration with Ada is a testament to its vision of making every travel experience extraordinary. As the airline expands its AI capabilities, it will continue exploring new use cases, including:
- Proactive notifications for flight updates and schedule changes
- Multilingual support for a more inclusive experience
- Intelligent travel recommendations tailored to passengers’ preferences
This AI-powered transformation is a key milestone in Cebu Pacific’s long-term strategy to innovate sustainably and deliver exceptional customer experiences. By embracing generative AI, the airline is not just redefining customer support—it is setting a new standard for the future of aviation.
