South KoreaTravel and aviation2026 – ongoingKorean Air
Generative AI customer chatbot
Korean Air launched a generative AI chatbot in 13 languages
Problem
Customers needed answers about airline rules. The previous chatbot supported 4 languages and relied on predefined scenarios.
Approach
Korean Air launched the replacement on its website and mobile app in February 2026. It used airline information to answer natural-language questions and included source links. Customers could request a human agent in Korean or English.
Results
Takeaway
Language coverage expanded beyond the languages available for human escalation. Ticket purchases and reservation lookup remained planned additions.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Korean Air announced a generative AI chatbot with source-linked answers and support for 13 languages. Human-agent handoff was available in Korean and English; transaction functions were planned.
Full details are in the original sources.