Ms Pepper helps a customer by assisting them to gather relevant information relating to flight schedules or any cancellation that is been done. It also provides information about the airport, the travel guidelines, credit shell policies, and COVID related information among others. Working together with Whatsapp gives it an added advantage to function even when the network around is not good. The pandemic has created a situation when people around the world are seeking for contactless customer service from the airline companies. Ms Pepper stands as a solution that can give an uninterrupted service to its customers resolving all their doubts that they might come in their mind and the solution for the same is just a click away. The automatic agent will also help to connect with human customer service agents in case it is not able to provide the desired solution to the customer.

Debojo Maharshi, Chief Marketing Officer, SpiceJet said, “With Ms Pepper, we have tried to cater to all the important queries of our passengers who would otherwise call us or visit our website for resolution and have made the process completely hassle-free. Our latest offering would help passengers not only save time and energy and get instant resolution to their queries but also access all the important information about their bookings at their fingertips. We hope to see Ms Pepper winning hearts as our passengers embrace this new digital leap of ours.”

The 24×7 automated customer service agent will now get its second launch with improved features that will enable it to provide additional information to the customers such as the state-wise health protocols, requirements of e-pass/registration of different states, flight status modules, and details on boarding gate. Customers can also ask about the details regarding the airline’s add-on services which included SpiceMax. Queries relating to the priority check-in preferred boarding and bag out service as well as COVID insurance and booking of extra seats will also be answered. In short, the service agent is a one-stop solution for any queries /doubts that can come up before onboarding the flight.

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Ixigo is a Bengaluru based online travel aggregator owned by Travenues. They specialize in mobile apps, payments, User Experience, cross-selling, and engagements. SpiceJet would inherit all their online services as a part of their partnership.

Ashish Vikram, the Chief Technology and Innovative Officer of SpiceJet said, “We are glad to welcome team Travenues to SpiceJet. This acqui-hire will help SpiceJet strengthen its e-commerce platforms as we continue to innovate across multiple technology areas and achieve our vision of being the worldwide leader in aviation technology.”  

The partnership between SpiceJet and Travenues was signed last year to transform digitally and face the experiences of the customers and make it better. “We are happy that we were able to incubate a startup and build a next-generation platform with a tightly-knit team that can truly disrupt airline direct sales and airline commerce,” said Rajnish Kumar, Co-founder, and CTO of Ixigo.

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