How Generative AI Transforming the Aviation and Airline Industry

The aviation industry has long faced various challenges, from passenger satisfaction and flight delays to the management of high operational loads. According to data from the International Air Transport Association (IATA), approximately 26% of flights worldwide experience delays, directly impacting passenger experiences and airline reputations.

Additionally, communication between passengers and airlines often lacks effectiveness, especially in addressing complaints, schedule changes, or information requests. This creates gaps in the customer experience, which is increasingly critical amid fierce industry competition. In this situation, digital technology offers significant potential to address existing problems and enhance services overall.

Generative AI Chatbot Technology in the Aviation and Airline Industry

One promising technology that provides solutions to these issues is Generative AI, particularly in the form of chatbot. Generative AI Chatbot (Gen-AI Chatbot) can respond not only to simple questions, but also provide more complex solutions, interact with passengers in a more personalized manner, and deliver timely information.

With their continually evolving capabilities, Generative AI can process data in real-time to provide quick and accurate responses to passengers. In the context of airlines, Gen-AI Chatbot can help reduce the workload of customer service teams and improve overall passenger satisfaction.

Here are some important roles of Generative AI Chatbot in addressing common problems faced by the aviation industry:

1. Booking and Reservation Assistant
   The ticket booking and reservation process can often be complex and confusing for many passengers, especially if they have special needs or last-minute changes. Generative AI Chatbot can act as intelligent booking assistants, helping passengers book tickets, select seats, change flight schedules, or even manage reservation changes in real-time.
   
   This provides a smoother, quicker, and frictionless experience for passengers without having to wait long for customer service.
2. Baggage Tracking and Assistance
   Issues of lost or delayed baggage are often among the top complaints from passengers. Generative AI Chatbot can help passengers track the status of their baggage in real-time, from check-in to baggage claim. Additionally, Gen-AI Chatbot can provide assistance if problems arise, such as lost or misdirected baggage, by guiding passengers through the claims process and offering automatic updates on the status of their baggage search.
   
   Airlines like Emirates have implemented a chatbot that allow passengers to track their baggage through their mobile devices. If delays occur, the chatbot provides current information and compensation options. According to SITA Baggage IT Insights 2023, 75% of airlines have utilized AI-based baggage tracking technology, reducing lost baggage incidents by 38%.
3. In-Flight Services and Entertainment Assistance
   Generative AI Chatbot can also be used during flights to enhance the passenger experience. These chatbot can help passengers access information about in-flight services, such as meal options, flight information, and available entertainment.
   
   Passengers can use the chatbot to order meals, request special services like extra blankets or pillows, and receive recommendations for movies or shows based on their personal preferences. This not only increases passenger comfort but also reduces the burden on cabin crew.
4. Assistance During Flight Delays 
   Generative AI Chatbot help passengers by providing real-time updates on the reasons for delays, new estimated departure times, and options like flight rebooking or compensation. The chatbot can also quickly process schedule changes, reducing passenger stress without the need to wait for customer service.

The aviation industry is at a crucial point where technological innovation, such as Generative AI Chatbots, must be prioritized to improve services and efficiency. In this fast-evolving digital era, adopting this technology is no longer optional but essential. Operational efficiency, passenger satisfaction, and airline competitiveness depend on how quickly they embrace these digital solutions.

Moreover, enhancing the customer experience is key to staying ahead of competitors. Airlines that can provide better service—from booking to in-flight experiences—will gain a competitive edge and become the preferred choice for passengers. A positive experience fosters customer loyalty and ensures they return in the future.

As AI capabilities continue to evolve, airlines must promptly update their systems and invest in Generative AI technology to meet future challenges and offer the best possible travel experience.

Learn more about Generative AI and contact Mimin here to help your business improve service efficiency with Gen-AI Chatbots from Mimin.

ABOUT MIMIN

Mimin is a platform that helps businesses to create conversational customer journeys with Artificial Intelligence. With Mimin, businesses can effortlessly build chat journeys and establish a positive customer experience.

The applications that can be generated include, amongst others, the ease of running chat commerce, chat campaigns, customer automation, omnichannel inbox, and Generative-AI chatbot.

With Mimin, businesses can deliver superior customer experiences, strengthen customer relationships, and build stronger customer loyalty.

Learn more about Mimin by contacting:

Mimin

PT. Admin Pintar Kita

Graha Charis Siem

Jl. Tanah Abang 5 No. 21, Central Jakarta

Phone: +62 856 0322 5212

Email: halo@mimin.io