Scoot launches transactional chatbot, M.A.R.V.I.E.

    Scoot launched (23-Jul-2018) a transactional chatbot, named M.A.R.V.I.E. (Scoot’s Most Awesome and Resourceful Virtual Intern Ever), on the carrier’s Singapore Facebook page via Facebook Messenger. Coinciding with the one year anniversary of the merger of Tigerair into Scoot, M.A.R.V.I.E. is the first chatbot by an airline in Asia to allow transactions, in addition to responding to customer queries. M.A.R.V.I.E. was developed in conjunction with Caravelo. Since its soft launch in earlier in Jul-2018, the chatbot has serviced on average 50 unique users each day and successfully resolved 37.5% of queries. Scoot expects the resolution rate to increase as customers continue to interact with the system and its capabilities improve. A full launch followed on 24-Jul-2018, with the system now able to help customers search for flights, display the fares and availability reflected on the airline’s website and mobile app, make flight bookings and allow payment by credit card, in addition to handling customer queries in English.