Airline intelligence / EVA Air

EVA Air's AI chatbot has answered customer questions in Chinese since 2019

EVA Air introduced an AI customer service chatbot in Traditional Chinese in December 2019, trained on about 30,000 example sentences and covering more than 500 topics from bookings to baggage. In 2024 it added a phone service running day and night in Chinese and English. No usage figures have been published.

The operating picture

Teaching a chatbot the airline's questions

EVA Air Airbus A330. Photograph: Melv_L - MACASR / CC BY-SA 2.0 (cropped to fit). Illustrates the airline, not an AI deployment.

EVA Air, the Taiwanese carrier, built its chatbot, also called EVA, into its website and app and connected it to its booking and customer systems. Members who are logged in can move to a human agent in office hours when the bot cannot help.

In November 2024 the airline launched 24-hour customer service in Chinese and English, a first for a Taiwanese airline by its account.

Selected implementations

The work behind the evidence

01 / Deployed

EVA, the chatbot

The operational problem

Questions about bookings, schedules, special assistance and baggage arrive at all hours, and many have standard answers.

What the evidence reports

EVA Air said on 24 December 2019 that its AI text chatbot would answer around the clock on its website and app, covering about 500 topics including reservations and ticketing, flight schedules, special needs, online purchases, baggage allowances and airport procedures. It was trained on about 30,000 sample sentences, and the first phase served Traditional Chinese, with more channels and languages to follow based on demand. A supervisor on the team said that teaching the bot felt like helping a child with homework. EVA Air confirmed in November 2024 that the chatbot answers more than 500 frequently asked questions.

Operational significance

The chatbot has run for several years in a single language, an example of AI customer service that predates the generative AI wave.

Evidence still needed

EVA Air has not published usage or resolution figures, and the 2024 release still describes the chatbot as Traditional Chinese only.

Sources and verification (3)

EVA Air newsroom - AI chatbot confirmation · Evidence grade A

EVA Air news release · Evidence grade A

EVA Air 2019 Annual Report (FY2019) · Evidence grade A

A source can verify an announcement without verifying its projected outcome.

Full implementation record →

The wider register

Other tracked activity

Other records are shown separately, including non-AI technology and programmes at different stages of deployment. A register entry does not establish a measured AI benefit.

No other publicly listed records.

Editorial assessment

EVA Air's documented AI is an established customer service chatbot, now supported by human service at any hour.

Evidence of AI in its operations, or an upgrade of the chatbot to generative AI, would move this profile on.

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Aerostack tracks AI deployments across airports and airlines, with the published evidence behind each record. Photography is real aviation imagery. Record thumbnails may show the named airport or airline; other photographs do not.

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