Asiana Airlines will introduce artificial intelligence (AI) in a variety of areas, including customer guidance and reservation, and analysis of the environment for aircraft operations.
Asiana Airlines said on Jan. 15 that "Aaron," an AI chatbot, is rapidly growing in popularity, adding that 492,461 people (a monthly average of 41,038) used Aaron last year. The figure represents a 300 percent on-year increase in users.
Aaron is the name of Asiana's chatbot, which means Asiana Airlines' code "AAR" designated by ICAO (International Civil Aviation Organization) and "ON" that it is always open for customer service for 24 hours, and introduced the chatbot for the first time in Korea in November 2017.
Asiana IDT and Microsoft Corporation worked together to develop the service using Microsoft’s cloud platform ‘Azure’ and the AI-based ‘LUIS’ (Language Understanding Intelligent Service).
Users can ask questions such as reservation and tricket issuance in real time using various platforms (mobile homepage, mobile app, PC, Kakao Talk, Facebook, RCS and WeChat) in Korean/English/Chinese.
The temporary flights on domestic flights for “Seol,” the Lunar New Year’s Day, can also be booked and issued through Aaron from Jan. 23-28.
The satisfaction level of Aaron users is very high because they can immediately check whether they can buy tickets or ask questions in real time, regardless of time and place," an Asiana Airlines official said.
"As a result of the introduction of AI, the speed of handling simple tasks has become faster and more accurate, and the efficiency of employees’ work is increasing," the official said. "We will continue to strengthen our position as a high-tech airline by introducing AI systems in various fields in the future."