新加坡航空公司日前推出测试版智能聊天机器人，以拓展其数字化客服渠道。

Singapore Airlines (SIA) launched a beta chatbot, as it expands digital servicing channels for customers.

该机器人名为“Kris”，将率先在新加坡航空全球脸书网页上线，随后将在新航官网上投入使用。

The bot, named ‘Kris’, will initially be available on the SIA global Facebook page, and will later be made available on singaporeair. com.

乘客可访问新航脸书网页，通过Facebook Messenger向Kris查询航前信息，并获得相关协助。

Customers who visit the SIA Facebook page and reach out to the Airline via Facebook Messenger will be able to chat privately with Kris and receive assistance for pre-flight-related queries.

作为测试版机器人，Kris将持续处于机器学习模式，其能力也将随着时间的推移而不断提升。

As a beta bot, Kris will be in constant learning mode and its capabilities will develop over time.

目前，机器人已进行与行李、登机办理、在线预订以及与婴儿、儿童旅行相关的英文问答学习和训练。

The bot is currently trained to address queries in English related to baggage, check-in, online booking, as well as travelling with infants and children.

通过基于历史数据的机器学习，测试版机器人现已能够回答在singaporeair.com上被频繁搜索的问题，或者客票预定部最常处理的乘客查询。

Based on historical data, the beta bot has been trained to address the most frequent queries customers search for on singaporeair.com or reach out to reservations offices for.

随着乘客发来问题数量和种类的增加，Kris的回复会基于人工智能实现多轮迭代，不断优化，从而实现对话式回复，及时有效地满足乘客需求。

Using variations of actual questions received from customers, Kris’ responses have been fine-tuned through rounds of iterations using artificial intelligence, with the aim of training the bot to provide conversational replies that can meet the needs of customers promptly and efficiently.

新加坡航空公司客户服务及运营部高级副总裁陈名洪表示：“希望通过使用聊天机器人Kris, 在传统客服中心和电邮渠道以外，拓展出更丰富的服务平台。”

“With Kris we are taking feedback into account by expanding our servicing platforms beyond traditional contact centre and email channels,” said Marvin Tan, Senior Vice President Customer Services & Operations.

来源：经济日报