Cathay Pacific elevates chatbot performance with AI training platform

The platform helps chatbots provide more accurate responses to travel inquiries.

Cathay Pacific in partnership with Fano Labs launched the Conversational AI Training Excellence platform to better assist customers with their online travel inquiries.

The airline said the platform that uses AI technologies to train chatbots will allow more accurate responses to customers' travel inquiries.

"The 'Trainer AI' leverages Fano Labs’ Callinter product to analyse interactions with customers, including voice calls, live chats, WeChat messages, and WhatsApp messages, and automatically group these data into different categories for further processing before presenting the results to a human supervisor for review and approval. The AI chatbot then learns from the data extracted by the trainer AI," the airline explained.

With the system in place, Cathay can reduce the time needed to train their chatbots by 50%, cutting the 4-6 week learning cycle to 1-2 weeks.

"The solution enables Cathay to take on a significantly greater volume of training data and ramp up its ability to discover new topics and improve the accuracy of chatbot responses," the airlines said.