Malaysia Airlines selected Ada to power Mavis, its AI customer service agent, Ada announced on 24 February 2026 from Toronto.
Mavis is live on messaging via the airline's web and mobile app, plus email, offering 24/7 support with handoff to live agents when needed. Launch use cases include flight status and schedules, booking and itinerary help, check-in, boarding gates, lowest-fare discovery and seat upgrades. Ada said later phases are planned for voice, agent-assist tools and an itinerary builder. Languages start with English and Malay, with more planned as the rollout expands.
Bryan Foong, chief executive of airline business at Malaysia Aviation Group, said: "With Mavis, we're elevating the way we connect with our guests, offering them fast, intuitive, and personalized support that truly reflects the warmth of Malaysian Hospitality, powered by cutting-edge AI." The selection is a named-carrier deployment of Ada's agentic customer service platform rather than a product announce alone — distinct from Ada's earlier OpenAI-agents and Series C coverage already on AI-360.