AI for Competitive Differentiation

Travel & Aviation


The air travel industry is increasingly becoming more competitive.

Customer experience is a key differentiator that attracts customers to travel with an airline.

A major international airline set out to create a new standard for customer service.

Their goal was to offer a unique and convenient experience for every interaction in the customer’s journey.


Worked with key stakeholders to identify opportunities to leverage AI

Developed AI-powered personal travel assistant for a premier destination.

A chat dialog interface makes friendly interactive recommendations when the customer searches for flights.

AI helps the customer build travel plans and book flights.


AI supports a competitive, differentiated experience to the customer.

More than 80% of customers surveyed would recommend the service to the others.

Bookings to premier destination increased by 25%.

The airline is focusing on chatbot initiatives to maintain consecutive years of 5-star ratings for customer service.