Scoot unveils transactional chatbot M.A.R.V.I.E.

Since its soft launch, it has solved 37.5% of Facebook queries.

Scoot launched a transactional chatbot, named M.A.R.V.I.E. (Scoot’s Most Awesome and Resourceful Virtual Intern Ever), on Scoot’s Singapore Facebook page via Facebook Messenger. According to an announcement, it is the first chatbot by an airline in Asia to allow transactions.

M.A.R.V.I.E. was soft-launched on 2 July 2018 to handle queries from customers. From today, it is able to assist customers to 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.

M.A.R.V.I.E. has serviced on average 50 unique users a day, and successfully resolved 37.5% of the queries that come through Facebook. “This resolution rate is expected to rise as M.A.R.V.I.E. is in constant learning mode and its capabilities will improve over time as more customers interact with it,” Scoot said.

The most commonly asked queries to date pertain to baggage, the Scoot Insider programme, KrisFlyer integration, as well as flight search and booking. M.A.R.V.I.E. was developed with Caravelo, a technology company specialised in solutions for the airline industry.

Scoot eyes M.A.R.V.I.E. to 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 M.A.R.V.I.E. available in more languages and on more platforms, including Scoot’s website.