Malaysia Airlines has selected Canadian AI platform Ada to power its customer service agent Mavis, reinforcing the Malaysia-based carrier's focus on operational excellence and elevated passenger experiences according to a Business Wire announcement.

Mavis is designed to fully resolve common and complex customer needs whilst seamlessly handing off to live agents when human support is needed. The AI agent integrates into Malaysia Airlines' key digital touchpoints including messaging across web and mobile app as well as email, offering guests instant, personalised, and scalable human-grade support anytime, anywhere.

Built on Ada's industry-leading agentic customer experience platform, Mavis engages travellers 24/7 to address high-value, time-sensitive inquiries including flight status and schedules, booking and itinerary details, check-in access, boarding gate information, lowest fare discovery, seat upgrades, and more. The agent currently supports English and Malay with additional languages planned to better serve the airline's global customer base.

Bryan Foong, Chief Executive Officer of Airline Business from Malaysia Aviation Group, stated that innovation is at the heart of extraordinary service, with Mavis elevating how the airline connects with guests, offering fast, intuitive, and personalised support reflecting the warmth of Malaysian Hospitality powered by cutting-edge AI.

Mike Murchison, CEO of Ada, noted that as customer service becomes a defining part of airline brand experiences, accuracy, empathy, and execution matter as much as innovation, with Mavis designed to expertly navigate complexity whilst prioritising speed and accuracy.

Additional plans include expanding AI-powered support into new channels and use cases including voice and agent-assist capabilities as well as an itinerary builder, reflecting Malaysia Airlines' broader omnichannel vision spanning web and mobile experiences today with plans to expand into additional channels.

Explore how airlines are deploying agentic AI to transform passenger customer experience in the full story.