SIA, OpenAI to enhance customer service with GenAI

New AI tools will be able to interpret text, audio, diagrams, and video.

Singapore Airlines (SIA) is partnering with OpenAI to bring advanced Generative AI (GenAI) technology into its operations.

Through this partnership, SIA aims to significantly upgrade its customer service and operational capabilities.

New AI tools will be able to interpret text, audio, diagrams, and video, offering customers a more seamless, personalised, and intuitive experience when planning, booking, and managing their journeys.

SIA said the enhanced virtual assistant will simplify the travel process, expand self-service options, and increase customer engagement.

Beyond customer service, SIA staff will also benefit from the deployment of AI solutions. A new AI-powered assistant will help automate routine tasks, provide real-time guidance, and improve decision-making by learning from past solutions.

Staff will also be able to access information faster, solve problems more efficiently, and focus on critical operational duties.

The airline is also integrating OpenAI’s technology into complex operational areas, such as flight crew scheduling.

The AI system will support decision-making by considering regulatory requirements, operational constraints, and manpower availability, allowing SIA to streamline processes and optimise staff productivity.