Singapore airlines integrates OpenAI to enhance customer experience and internal operations

Singapore Airlines is deploying OpenAI technology across its operations to boost efficiency and service quality. The airline utilized the OpenAI API to overhaul its customer-facing chatbot, Kris, moving it from a traditional system to an LLM-powered experience, which resulted in a twofold increase in customer satisfaction scores (CSAT). Furthermore, AI-assisted tools for customer service representatives led to an approximate 10% reduction in average handling time. The Flight Recommender tool, which allows natural language trip descriptions, has seen its monthly user base grow nearly threefold over the past year. Internally, the airline uses OpenAI models within Jarvis, its governed AI platform, which is currently used monthly by over 60% of employees for tasks ranging from document summarization to custom workflow creation. In software development, AI has aided teams in planning and testing, achieving productivity gains of up to 20% across selected lifecycle activities.