Singapore Airlines (SIA) is partnering with OpenAI to create and put into use advanced generative artificial intelligence (AI) tools for the airline.
It's OpenAI’s first collaboration with a major airline, Aerospace Global News reports.
The pair are working to create solutions that can interpret text, diagrams, videos and audio to help with customer servicing capabilities. The partnership will also improve operation efficiency and staff productivity, the airline said in a release also issued 28APR.
“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,” said George Wang, senior vice president of information technology for SIA.
To kick things off, SIA and OpenAI will work to improve the airline's existing AI assistant on its website, building on its abilities to offer more personalized customer support. The enhanced feature will benefit staff by automating routine processes and providing guidance on operational tasks.
“Initial development efforts will target enhancements to SIA’s existing AI-powered virtual assistant on its website. Building upon current features like the flight recommender, the upgraded system will deliver a more intuitive experience for travellers throughout their journey lifecycle,” Aviationa2Z reports. “It ranges from planning and booking to managing their travel arrangements.”
SIA also plans to integrate OpenAI's advanced AI models into its existing tools so it can help with "complex tasks" such as flight crew scheduling.
A Growing Global Trend
Airlines around the world have pounced on AI as a way to save money and improve service. Now come programs aimed at interpreting text and videos, and even analyzing how much food passengers leave on their plates after being served an airline meal.
Lufthansa Group on 28APR said it has developed “an innovative, AI-supported solution to measure and reduce onboard meal returns.”The mobile technology scans meal returns from the onboard catering of flights at the dishwashing line. Artificial intelligence recognizes whether a meal has been partially eaten, completely eaten, or left untouched. The flight route, travel class, and meal concept are also included in the analysis.
The insights gained will enable optimized portion sizes and meal selection in the future. In addition, the “Tray Tracker” will contribute to reducing CO₂ emissions, as avoiding overload will reduce the total weight of aircraft.
Lufthansa has been using the innovation at its site in Frankfurt for almost a year now and recently the AI has also started scanning trays in Munich. In the future, the Tray Tracker is set to be used at other Lufthansa Group locations and airlines as well.
Another machine learning-based project by the Lufthansa Group to prevent food waste is called “Pendle.” Launched by the Lufthansa Innovation Hub in 2024, the initiative uses algorithms that analyze data points such as flight duration, flight route, and previous demand to optimize loading. In the long run, the aim is to link the two projects.
“While online travel agencies, travel tech companies, and some hotel brands have been talking about generative AI since shortly after its release in 2022, airlines have generally taken more time to jump on board,” Skift reported recently. “But that’s changing. More of them have been releasing customer-facing AI tools and talking about what they’re doing behind-the-scenes.”
Skift said United Airlines is embedding AI throughout the company.
Canadian Airlines & AI
WestJet has been using AI for its chatbot for seven years. Air Canada uses AI to improve scheduling and maintenance.
In a statement issued in November, 2024, Air Canada said it has a robust AI program that employs more than 75 people.
“Since November 2018, Air Canada has actively been building AI solutions in-house, primarily driven by the lack of off-the-shelf solutions on the market that meet the airline’s requirements,” the airline said. “Some of the AI solutions being developed at Air Canada include tools to optimize our flying schedule and one to improve maintenance planning.
WestJet in 2018 launched a chatbot powered by artificial intelligence to help customers book flights, check their status and ask common questions, all without speaking to a person. The Calgary-based airline said the chatbot, named Juliet, is the first AI-powered chatbot from a Canadian airline.
