This airline uses AI to monitor customer complaints
China Eastern Airlines says AI helps it improve the customer experience by tailoring services
In a business that receives around one million complaints a year, the ability to handle large amounts of information is critical.
That is why state-owned China Eastern Airlines is now using artificial intelligence (AI) to improve the customer experience, using the technology’s ability to handle huge amounts of data to tailor its services for individual consumers.
The airline’s data labs unit is even trying to solve problems before they happen by, for example, developing a pilot service that will allow customers to give better instructions and feedback on their in-flight meals.
“Using an analogy, if a good chef happens to leave a restaurant, then he or she takes an abundance of knowledge with them,” said Wang Xuewu, the founder and head of China Eastern Airlines’ data lab, in an interview at the AI summit in Hong Kong this month. “Through AI, we can better ensure that the tastes and preferences of our customers are kept safe, analysed and applied in the future.”
The idea for a pilot AI food service at China Eastern comes amid the country’s drive to develop AI technology, dubbed the fourth industrial revolution. In an ambitious three-step blueprint, China wants to catch up with the US in AI technology and applications by 2020, see major breakthroughs by 2025, and become a global leader in the field by 2030.