South KoreaTravel and aviation2017 – ongoingAsiana Airlines
Aaron customer-service chatbot
Asiana reported 492,461 Aaron chatbot users in 2019
Problem
Customers needed reservation and ticketing help at any time.
Approach
Asiana IDT and Microsoft developed Aaron using Azure and LUIS. Launched in November 2017, it answered questions in Korean, English and Chinese.
Results
492,4612019 chatbot users, reported by Asiana
Takeaway
User counts established adoption, without measuring service quality.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
[1]The Dong-A Ilbo15 Jan 2020
Dong-A relayed Asiana's chatbot usage count. It described Aaron's development and supported languages.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026