That's a very neat thing, better check it out. Personally, it will soon be industry standard. It can save lots of labour cost by reducing the number of reps to answer award related phone calls.

And Yes.. CX HK agents has terrible English (about half or more). I had to call back several times inorder to get someone who can actually "communicate" with me. Well, I know they are doing their best, so let's give them chance.

cheers