Singapore Airlines elevates travel & work with OpenAI technology
Singapore Airlines uses OpenAI technology to enhance customer experiences and employee productivity, achieving significant improvements in satisfaction and efficiency.Summary
Singapore Airlines is integrating OpenAI technology across customer service and internal operations. The airline's AI chatbot Kris, powered by the OpenAI API, has doubled customer satisfaction and reduced average handling time for service representatives by about 10%. The Flight Recommender tool, which allows natural language trip planning, has seen usage grow nearly threefold in a year. Internally, OpenAI models support software development workflows, yielding productivity gains of up to 20%, and the Jarvis platform enables over 60% of employees to use AI monthly for tasks like document summarization and workflow creation. Singapore Airlines emphasizes responsible AI deployment with orchestration, data controls, and human review. Future plans include expanding Kris's self-service capabilities, making Flight Recommender more conversational, and increasing AI adoption among employees to further improve travel experiences and operational efficiency.
(Source：OpenAI)