Singapore – Singapore Airlines has recently announced a partnership with OpenAI to jointly develop and deploy advanced generative AI solutions for the airline industry.
According to the airline, these tools will be leveraged to interpret text, audio, diagrams, and videos, further enhancing customer service capabilities as well as optimising operations for greater efficiency and productivity.
The collaboration will also see the initial phase of the partnership improving SIA’s current AI virtual assistant. It will also expand its features, including the flight recommender, to provide customers with a more seamless and user-friendly experience across booking and travel management.
Furthermore, the enhanced virtual assistant will provide smarter, more personalised support, helping customers discover suitable destinations and make informed decisions with access to timely and relevant information.
The assistant streamlines the travel process and expands self-service capabilities, offering a more cohesive and responsive experience. This benefit further extends to fostering stronger customer engagement and increased customer interactions with the airline.
In addition, SIA’s enhanced AI virtual assistant will automate repetitive processes and guide staff through operational tasks, using insights from past solutions. This is equipped with OpenAI’s advanced multimodal AI capabilities, helping the staff access and process information that they need across various formats.
At the same time, it also enables quicker decision-making, better problem-solving, and greater focus on critical tasks.
George Wang, senior vice president of information technology at Singapore Airlines, commented, “This collaboration with OpenAI exemplifies Singapore Airlines’ commitment to digital innovation and leadership in the airline industry.”
“By harnessing cutting-edge AI solutions, we will enhance operational efficiency and staff productivity and elevate the end-to-end customer experience, helping the SIA Group retain its industry leadership position,” Wang further noted.
Oliver Jay, managing director for International at OpenAI, also shared, “Singapore Airlines has long been known for its leadership in innovation and service. We are excited to work with SIA and explore how advanced AI can enhance the travel experience, empower employees, and optimise complex operations.”
With this partnership, Singapore Airlines aims to optimise its operational processes by integrating OpenAI’s advanced AI models with problem-solving capabilities into its existing tools. Said move will assist the company in terms of decision-making for complex tasks such as flight crew scheduling while considering regulatory requirements, operational limitations, and manpower availability.
The AI-powered system will equip staff with analysed insights, allowing faster, smarter decision-making that helps optimise operations and create a smoother journey for customers.
