Etihad Airways launches virtual assistant to help passengers with Covid-related travel information

ZURICH, April 7, 2022 /PRNewswire/ — Spitch.aithe global leader in conversational AI solutions, today announced that the company is working with Etihad Airwaysthe national airline of United Arab Emiratesto set up a Virtual Assistant (VA) to increase the efficiency of Etihad contact centres. The solution will be deployed to provide Covid-related travel information to Etihad passengers.


Etihad passengers will benefit from the virtual assistant’s ability to share immediate Covid-related travel information on their flights without having to queue. Flexibility has been built into the system, allowing passengers to connect live with an Etihad agent to hear relevant information directly or receive it via text.

Spitch’s omnichannel approach helps ensure information accuracy through an onboarding mechanism that allows virtual assistant to communicate with a knowledge base where details of worldwide travel regulations are stored and constantly updated.

“The Spitch solution is an exciting project for the Etihad Innovation Lab,” said Frank Meyer, Chief Digital Officer of Etihad Aviation Group. “We wanted to find a technology that would make it easier and faster for our customers to reach us and resolve their issue. Spitch will save our customers time and allow them to have a smoother experience when we receive spikes in volume of calls.”

Spitch’s association with Etihad came through the Microsoft for Startups Middle East and Africa GrowthX acceleration program, which ran in the last quarter of 2021. Spitch was one of fifteen finalists from a list of original applications of 3,000. Etihad had previously conducted its own selection process, choosing Spitch as a partner for the program from a shortlist of applicant companies.

The range of technologies they were able to demonstrate, as well as their skill and experience in delivering for a relatively young company, was a strong point for Spitch when it came to being judged as a potential supplier.

“We are proud to have been able to foster the relationship between Etihad and Spitch as part of the GrowthX accelerator program,” said Robert Croci, General Manager at Microsoft for MEA Startups. “We congratulate both teams for all the energy and enthusiasm they have shown in bringing this innovative project to life. We look forward to more good news as things progress.”

“Spitch’s state-of-the-art conversational AI solution can easily solve a major problem for many businesses, especially airlines,” said Patrick Naif, the airline’s former longtime CIO and now a member of Spitch’s advisory board. “Their smart solution can automatically handle high volumes of customer calls, dramatically improving customer experience and improving call center efficiency. Customers get an immediate response instead of having to wait in a queue, which significantly increases customer satisfaction.”

Spitch develops and maintains its own core technology with a focus on customer experience in the evolving age of the digital customer while reducing costs, increasing sales, managing risk, fraud and compliance. The team includes members with extensive industry experience; both technology entrepreneurs and management experience in Fortune 500 multinationals such as Oracle, Genesys, Ericsson, Avaya, Yandex, SVOX, Nuance, BEA and Swisscom. customers across Europe and the US range in finance, insurance, healthcare, technology, telecommunications, education, retail, public transportation, public sector and government, and Spitch solutions handled more than 50 million end-user interactions in the last year.

For more information, visit

About Etihad Airways

Etihad Airways, the national airline of the United Arab Emirates, was established in 2003 and quickly became one of the world’s leading airlines. From his house to Abu DhabiEtihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, the Etihad network offers access to hundreds of international destinations. In recent years, Etihad has received many awards for its superior service and products, freight offering, loyalty program, etc. Etihad is recognized as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board. Etihad views tackling the climate crisis as the most important issue of our time, and through strategic partnerships with leading global aviation brands and OEMs, Etihad is relentlessly pursuing its quest to decarbonize the industry. For more information, visit


Spitch is a global provider of B2B and B2C conversational AI solutions, headquartered in Switzerland since 2014 with a presence in many countries across Europe and now in North America. Spitch helps businesses better understand and serve their customers through natural language processing (NLP), artificial intelligence (AI), and machine learning. It has more than 40 customers worldwide, including Baloise Insurance, PostFinance, Gruppo Reale, Versicherungskammer Bayern, Swisscard, Migros Bank and more to be announced soon.


Lincoln Payne
+ 41 44 542 82 66
[email protected]




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SOURCE Etihad Airways

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