This Airline Deploys AI For Customer Complaints Monitoring

Harin - Aug 21, 2019, 4:04 pm IST


China Eastern Airlines is now using AI to improve the customer experience by handling huge amounts of data to tailor its services for individual consumers.

The ability to deal with a huge amount of information is extremely important for a business which receives about one million complaints annually. That is the reason why China Eastern Airlines is deploying AI to boost customer experience by using technology to customize its services for each customer.

The data labs unit of the airline is trying to handle the problems even before they happen. For example, a pilot service with which customers can give out instructions as well as feedback for their in-flight meals. With AI, the airline can make sure that the customers’ tastes and preferences are safely kept, analyzed and used in the future.

China-Eastern-Airlines
China Eastern Airlines is deploying AI to boost customer experience by using technology to customize its services for each customer.

China Eastern’s idea of testing out AI food service comes when the country is encouraging the development of AI technology, calling it the fourth industrial revolution. China’s ambition is to draw level with the United States in AI tech and applications by 2020, achieve major developments by 2025 and set itself as the field’s global leader by 2030.

To assist customer relations staff, the data lab of the airline now classifies customers’ complaints and recommends solutions automatically. This helps speed up the response time and boost the overall quality.

According to a report of the Civil Aviation Administration of China, in May, China Eastern Airlines received 41.6 complaints for every million passengers. In 2019, the number of frequent flier members of the airline crossed 39.6 million, an 18.8% increase from 2018.

Zhihu, a Quora-like website of China, houses several questions from angry fliers about how to get the most satisfactory response when they send a complaint to an airline.

In fact, China has already deployed AI-powered technologies at some of its airports. In April 2018, Beijing Capital International Airport announced that for security purposes, it had installed a facial recognition system. Today, the system has been deployed at about 70 mainland China airports.

Tags
Next Story

Read More

Minecraft Is Now Home To 112 Million Monthly Active Users

Features- Sep 19, 2019, 8:00 am IST

Minecraft Is Now Home To 112 Million Monthly Active Users

The spectacular performance has established Minecraft’s dominant position over other similar game titles such as Fortnite or Roblox.

Keep Yourself Away From Prying Eyes Of Google Maps With New Incognito Mode

ICT News- Sep 20, 2019, 3:00 pm IST

Keep Yourself Away From Prying Eyes Of Google Maps With New Incognito Mode

Until now, we may have to wait for quite a while to experience Google Maps' Incognito Mode.

Scientists Came Up With A Feasible Plan For An Elevator Connecting The Moon And The Earth

Features- Sep 19, 2019, 1:30 pm IST

Scientists Came Up With A Feasible Plan For An Elevator Connecting The Moon And The Earth

In their paper in August, Zephyr Penoyre and Emily Sandson, two astrophysicists details a 322,000 kilometer-long elevator connecting the two planets

Google Fi’s New Unlimited Plan: Now Available In India

ICT News- Sep 19, 2019, 2:08 pm IST

Google Fi’s New Unlimited Plan: Now Available In India

In addition to the standard service, Google Fi has presented a new plan including unlimited data, texts, and calls for a fixed amount of money every month.

Google Allows Users To Search For Specific Moments In Videos

ICT News- Sep 18, 2019, 3:00 pm IST

Google Allows Users To Search For Specific Moments In Videos

It is no secret that over the last few years, Google has been looking for a way to upgrade its search function to make it work on more than just text result

iPhone 11 India Available For Pre-Orders From September 20, Flipkart Listing Reveals

Mobile- Sep 18, 2019, 1:00 pm IST

iPhone 11 India Available For Pre-Orders From September 20, Flipkart Listing Reveals

The new iPhone 11 smartphone series is set to be available for pre-order in India from 20th September onwards, according to a Flipkart listing.