Korean Air Lines said on the 4th that it has launched the Korean Air Lines AI chatbot, which applies generative AI to its online customer service chatbot.
The Korean Air Lines AI chatbot has learned vast data including airline regulations, and instead of only searching for information based on preset scenarios, it analyzes the intent of customers' questions in real time to provide the answers they want.
In addition, the Korean Air Lines AI chatbot is designed to recognize complex natural language, allowing customers to ask questions as if they were speaking with a person. Korean Air Lines expects customers will use the consulting service more conveniently than before.
For example, to find out the free checked baggage allowance for economy class on a flight from Incheon to Paris, you can ask, "It's economy class from Incheon to Paris—how many bags can I check?" and receive an answer.
The Korean Air Lines AI chatbot provides sources and related page L.I.N.C along with its answers. This is to minimize hallucinations by Generative AI (the phenomenon of AI fabricating false content).
The Korean Air Lines AI chatbot is available in 13 languages, including Korean, English, simplified Chinese, traditional Chinese, French, Russian, German, Portuguese, Spanish, Italian, Thai, and Vietnamese.
If additional information is needed beyond what the AI chatbot provides, entering "connect to an agent" will smoothly lead to consolidation with a human agent within the chatbot screen. However, agent inquiries are supported only in Korean and English.
Korean Air Lines plans to gradually add functions such as ticket purchases and reservation lookups, in addition to providing information like airline usage rules, based on customers' experiences with the AI chatbot.
A Korean Air Lines official said, "With the AI chatbot service, customers can experience not only more accurate and faster consultations but also convenient and smart services for global customers."