Annual Report 2019

Technology & Innovation Businesses have thrived through the adoption of new technology and innovation. As highlighted in AirAsia 3.0 initiative, we are moving into an era of digitalisation which encompasses the utilisation of technology to deliver quality products, reduce cost, enhance customer services and opt for new growth opportunities. Adoption of technological systems also helps to drive innovation within the Group and reduce potential environmental impact. Artificial Intelligence (AI) – AVA AVA or AirAsia Virtual Allstar is the Group’s AI chatbot that supports the sales of ancillary products such as seat selection, baggage allowance, meal add-ons and travel insurance. AVA improves customer experience by providing hands-on experience to passengers seven days per week, with immediate response to queries. E-commerce platform – OURSHOP OURSHOP is an e-commerce marketplace connecting travellers and airport retailers, high-street and local retailers from around the world. Our guests can shop and decide to collect their goods either at the airport or onboard. Social e-commerce – Teleport/Teleport Social Teleport Social is a one-stop payment and logistics solution for online businesses. It is a platform tailored for C2C (customer-to-customer) business by offering end-to-end logistics delivery along with a one-stop payment solution for anyone selling on social media. By leveraging on our massive network, teleport aims to digitise logistics delivery and simplify the process for all parties. Financial services business – BigPay BigPay is the Group’s e-wallet and accompanying prepaid card that is accepted anywhere a MasterCard is. The mobile app provides a simple interface for users to spend, send, receive and track money from anywhere in the world. In-flight WiFi – AirAsia Wifi AirAsia is the pioneer low cost carrier with in-flight Wi-Fi in the region. Guests are able to log-in for free entertainment during their flight or purchase data plans. Enterprise Resource Planning (ERP) Cloud – Oracle Oracle provides a complete, innovative, and secure financial platform for AirAsia and helps simplify, standardise, and automate financial operations across the group. This will free finance teams from operational tasks and help them focus on growing the Group’s business. Our Operations and AirAsia SEA teams collaborate to ensure constant progress. In 2019, three (3) key initiatives were completed that allowed AirAsia to save energy and paper: • AirAsia Cloud Consolidation: consolidation to the cloud allows the Company to reduce the energy expenditures by consolidating all our services into efficient cloud providers • AirAsia eBoardingPass (“eBP”): reduces paper consumption in airports • AirAsia Refunds Processing System: reduces paperwork when processing client claims and refunds Some initiatives going forward include reducing airport footprint by enhancing mobile check-ins. This will result in the reduction of kiosks, paper and invoices, and encourage the development of robotic process automation to digitalise communications internally with administrative counterparts. AIRASIA GROUP BERHAD ANNUAL REPORT 2019 139 SUSTAINABILITY STATEMENT