Deal said to be first between tech company and major carrier
Singapore Airlines (SIA) and OpenAI are working together to develop and implement advanced generative artificial intelligence (GenAI) solutions for the airline in the first-of-its-kind collaboration between OpenAI and a major carrier, according to an announcement.
These tools, said the announcement, will be able to interpret text, audio, diagrams and videos to augment SIA’s customer servicing capabilities, as well as streamline processes to improve operational efficiencies and staff productivity.
The two organizations will first partner together to improve SIA’s existing AI-powered virtual assistant on its website. Building on current capabilities, such as the flight recommender feature, SIA will be able to deliver a more seamless and intuitive experience for customers as they plan, book and manage their journeys.
This enhanced virtual assistant will be able to offer smarter, more personalized support, according to the announcement, helping customers discover suitable destinations and make informed decisions with access to timely and relevant information. By simplifying the travel process and expanding the self-service capabilities, said the announcement, the assistant will provide a more cohesive and responsive experience, fostering stronger customer engagement and increased customer interactions with the airline.
SIA staff will benefit from an enhanced AI-powered virtual assistant designed to automate routine processes and provide guidance on operational tasks, leveraging insights from successfully resolved issues. Incorporating OpenAI’s next-generation multimodal AI capabilities, said the announcement, this tool will help staff access and process information that they need across various formats, enabling quicker decision-making, better problem-solving and allowing greater focus on critical tasks.
Furthermore, SIA also aims to optimize its operational processes by integrating OpenAI’s advanced AI models with problem-solving capabilities into its existing tools. This will assist in decision-making for complex tasks such as flight crew scheduling, while considering regulatory requirements, operational limitations and manpower availability. By providing analyzed data, the AI-driven system will empower staff to make faster, well-informed decisions, helping to streamline operations and ensure a smoother travel experience for customers.
George Wang, senior vice president-information technology, SIA, said that “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.”
Oliver Jay, managing director, international, OpenAI, said: “We are excited to work with SIA and explore how advanced AI can enhance the travel experience, empower employees and optimize complex operations.”
