Case Study: Cebu Pacific achieves higher CSAT and faster resolutions with Ada

Cebu Pacific boosts automated resolutions 34%+ with Ada

Cebu Pacific, the largest airline in the Philippines, faced the challenge of scaling its customer support to handle high chat volumes while improving efficiency and customer satisfaction. Their existing scripted chatbot required heavy manual maintenance and lacked personalization. To evolve their customer service, they partnered with Ada to implement its generative AI agent.

The solution involved transforming their chatbot into an AI agent powered by Ada, which pulls answers directly from the airline's knowledge base for contextual, human-like support. This integration allowed for intelligent triaging and efficient handovers to live agents. As a result, Cebu Pacific achieved a 34%+ higher automated resolution rate, over 50% higher CSAT scores, and reduced wait times for high-priority cases to under one minute.

Cebu Pacific