Cathay improves the digital experience of its passengers by launching a conversational artificial intelligence system in partnership with Fano Labs

Cathay is enhancing its passengers’ digital experience with the launch of advanced conversational artificial intelligence (AI) in partnership with Fano Labs, a Hong Kong-based language AI company.

Cathay is continually developing new technologies to provide more choice and control, on the ground and in the air, as well as through its digital channels.

In recent years, the company has notably introduced AI chatbots allowing passengers and cargo customers to receive immediate responses to their requests, from checking flight status to booking changes and online purchases.

Cathay optimizes the digital customer experience with the most advanced linguistic AI technologies. The new conversational AI, developed in partnership with Fano Labs, will improve the efficiency and productivity of the airline’s AI chatbots to provide more accurate responses to customer requests.

With travel resuming, Cathay expects call volume and chat traffic to increase. The airline has also seen a shift in customer behavior from traditional helplines to digital channels such as WhatsApp and WeChat for more instant responses. Digital channel usage has seen monthly growth of 10-20% in recent months as Cathay continues to increase flight capacity.

To deliver a superior digital experience, chatbot training is often time-consuming and expensive as it requires “specialized AI trainers” to analyze customer interaction histories with the chatbot.

To address these challenges, Cathay and Fano Labs became the first companies to successfully develop and launch the “Conversational AI Training Excellence” platform which uses AI technologies to train AI chatbots. The “AI trainer” relies on Fano Labs’ Callinter product to analyze customer interactions, including voice calls, chats, WeChat messages and WhatsApp messages. He then groups this data into different categories for processing before presenting the results to a supervisor for review and approval. The AI ​​chatbot then learns from the data extracted by the trainer.

Through this system, Cathay hopes to reduce the time it takes to train chatbots by 50%, reducing the typical learning cycle from 4-6 weeks to just 1-2 weeks. The solution enables Cathay to support a larger volume of training data and increase its ability to discover new topics and improve the accuracy of chatbot responses.

Lawrence Fong, Cathay’s Chief Digital and IT Officer, said: “As a Hong Kong-based airline for more than seven decades, we are committed to supporting local tech startups like Fano Labs and innovating together. to build our digital leadership and become one of the world’s leading service brands. This collaborative effort in conversational AI technology is the latest example of how we can collaborate with startups to develop mutually beneficial partnerships and ultimately deliver benefits and improved service. to our customers. »

Dr. Miles Wen, Co-Founder and CEO of Fano Labs, said, “Fano Labs, a local AI company, was founded with a mission to bring the best multilingual language AI technologies to our customers to generate commercial value. Our partnership with Cathay began in 2019 as part of the introduction of the Hong Kong Science and Technology Parks Corporation. Throughout the past few years, we’ve been honored to have been commissioned by Cathay to help execute the company’s conversational AI strategy. This successful collaboration is a strong showcase of Hong Kong’s thriving innovation and technology ecosystem. »

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Cathay improves the digital experience of its passengers by launching a conversational artificial intelligence system in partnership with Fano Labs


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