SingaporeTravel and aviation2026 – ongoingSingapore Airlines
Generative AI customer chatbots and Flight Recommender
Singapore Airlines reported fewer live chats after chatbot upgrades and nearly 10,000 daily Flight Recommender queries
Problem
Customers needed help resolving service enquiries and finding suitable flights. Live support teams handled enquiries that could potentially be resolved through self-service.
Approach
The group upgraded Singapore Airlines' Kris and Scoot's MARVIE chatbots with generative AI. It also used a generative AI Flight Recommender to suggest flights and simplify paid-ticket and redemption searches. The airline reported improved self-service resolution and lower live-chat volumes.
Results
Takeaway
Flight-search volume measured use of the recommender. The group did not quantify the reduction in live chats in its account of the chatbot upgrades.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovationProduct and service innovation
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Singapore Airlines reported improved customer self-service after upgrading its group chatbots. It also reported nearly 10,000 daily Flight Recommender queries.
Full details are in the original sources.
