South KoreaTravel and aviation2023 – ongoing

Jeju Air

HI JECO generative AI customer-service chatbot

Jeju Air reported about 165% more chatbot consultations as customer-center contacts fell

WorkingCompany's own claimOfficial ↗

Problem

Customers needed help finding travel information, including outside customer-center hours.

Approach

Jeju Air operated HI JECO, a generative AI customer-service chatbot. It provided travel information and personalized recommendations, with transfer to a human agent when further help was needed. The airline compared chatbot and customer-center consultation volumes for January through May 2025 with the previous year.

Results

about 165%year-over-year growth in January-May 2025 chatbot consultations, according to Jeju AirCompany's own claim[1]

18.4%year-over-year decline in customer-center consultations during the same period, according to Jeju AirCompany's own claim[1]

Takeaway

Chatbot growth coincided with fewer customer-center consultations. These volume comparisons did not establish that every chatbot consultation resolved an enquiry.

Sources

제주항공, AI 챗봇 통해 고객 편의 높인다
Jeju Air via The Korea Economic Daily17 Jun 2025Company publication

Source summaries

[1]Jeju Air via The Korea Economic Daily17 Jun 2025

Reports Jeju Air's chatbot usage figures and human-agent transfer feature. Company figures showed chatbot consultations rising while customer-center consultations fell.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026