Artificial Intelligence is set to revolutionise many things, including the passenger experience says OAG.
The analyst is highlighting three advanced AI solutions that it says will make air travel more seamless and enjoyable. The first is Wizz Air’s virtual assistant, Amelia, which uses AI to proactively contact passengers with real-time information and practical options for managing their travel plans. In the event of a flight disruption, passengers will receive an automated telephone call from Amelia, informing them of the situation and offering several immediate remedies, providing a human-like interaction. OAG says the development of Amelia into a multidimensional customer service tool illustrates how airlines can use AI to scale their customer service.
. . . UA’s AI Tool
The next highlighted solution is from United Airlines, which is using AI to offer passengers personalised updates during weather disruptions.
UA’s customer service teams, who monitor live flight data, use generative AI to help craft detailed text and email messages that explain changes in flight plans to customers during weather delays, with these messages including links to local, live radar maps. By offering real-time, visual, and understandable explanations, OAG says UA is increasing transparency, and laying the groundwork for enhanced brand loyalty through increased trust.
The third AI-powered solution is Zurich Airport’s two digital security scanners equipped with AI algorithms. Developed by Rohde & Schwarz, the scanners use AI algorithms to identify various object classes, including metals, liquids, ceramics, plastics, granulates, powders, organic substances, and more, all without the need for human intervention. OAG says Zurich Airport’s trial, if successful, could pave the way toward a future where physical screening and the need for personal contact could become less frequent or even obsolete. This would make security checks quicker and less invasive, it adds.
