Singapore Airlines multiplies customer satisfaction with artificial intelligence integration

Singapore Airlines announced that it has integrated OpenAI technologies to improve customer experiences, employee platforms, and software development processes.

Singapore Airlines has started using OpenAI API and its models in its customer services and internal operations. The company integrates these models into processes by supporting them with data controls, validation, and human review during deployments.

The customer-centric chatbot Kris was migrated from a traditional system to an AI-powered conversational experience, and this change achieved a twofold increase in customer satisfaction. In addition, call summarization tools were introduced for customer service representatives, resulting in a drop of approximately 10 percent in average processing time.

The use of the Flight Recommender application, which allows customers to search for travel using natural language instead of filters, has nearly tripled over the past year. In software development processes, teams also recorded an efficiency increase of up to 20 percent.

Through the internal AI platform Jarvis, more than 60 percent of employees use AI tools on a monthly basis for routine tasks such as summarizing documents and creating custom workflows.