How AI is helping airline customer service reps get closer to customers

This is a viewpoint from Mikhail Naumov, co-founder and president of DigitalGenius. Air travel is already a stressful experience by its very nature, there is a lot of hassle and time consumed resolving issues like lost baggage, missed connections, or poor in-flight service experiences. As airline customer service reps do their best to field every inquiry and resolve it as best they can, one technology is stepping up to help passengers befriend these frontline reps (instead of seeing them as an adversary) – artificial intelligence. Forward-thinking airline brands are already beginning to realize the benefits of placing AI technology, software, and systems in place alongside their human reps. In fact, 52% of airlines plan to implement some form of AI initiative into their customer service operations over the next five years.