"Hey AI, How Many Bags Can I Check In?" Korean Air Launches "Korean Air AI Chatbot"
Trained on airline regulations and other data with generative AI
Enhancing natural language recognition to analyze customers' intent
Korean Air announced on the 4th that it has launched the "Korean Air AI Chatbot," which introduces generative artificial intelligence (AI) into its online customer consultation service.
Based on a generative AI that has been trained on a vast amount of data, including airline regulations, the service does more than simply search for basic information. It analyzes the intent behind customers' questions in real time and provides more accurate answers tailored to what they want to know.
The system can also recognize complex natural language, allowing customers to make inquiries in a conversational way. For example, if a customer wants to know the free checked baggage allowance for an economy-class ticket from Incheon to Paris and asks, "I'm flying economy from Incheon to Paris. How many bags can I check in?", the chatbot provides an answer that fits the question.
Korean Air has enhanced the reliability of its consultation service by providing the source of its answers and links to related pages together with the responses. It has also built an AI-specialized database to minimize the "hallucination" phenomenon, in which generative AI fabricates information, and to provide verified answers.
The AI Chatbot is available on Korean Air's official website and mobile app. The service has expanded from the existing four languages (Korean, English, Simplified Chinese, and Japanese) to 13 languages, including Traditional Chinese, French, and Russian, improving convenience for global customers.
If customers need additional information beyond what the AI Chatbot provides, they can type "connect to an agent" and be seamlessly transferred to a human agent within the chatbot screen. However, consultations with human agents are available only in Korean and English.
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Based on user experience with the AI Chatbot, Korean Air plans to gradually add functions beyond providing information such as airline usage rules, including services like ticket purchase and reservation inquiries. A Korean Air representative said, "Through the AI Chatbot service, customers can experience more accurate and prompt consultations, as well as convenient and smart services for global customers."
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