Photo by Ross Sokolovski on Unsplash

ChatGPT is a powerful language model that can be used in a variety of ways by airlines. Here are the top five ways that airlines can use ChatGPT to improve their operations and customer experience:

Personalized Flight Recommendation

Airlines can use ChatGPT to provide personalized flight recommendations to customers. By analyzing a customer’s travel history and preferences, ChatGPT can be used to recommend flights that are tailored to the customer’s needs. This can help airlines to increase customer loyalty and improve the overall travel experience for customers.

Real Time Flight Information Updates

Another important use of ChatGPT for airlines is to provide real-time updates on flight information. By connecting ChatGPT to an airline’s flight tracking system, the model can be used to quickly and accurately provide customers with information about flight delays, cancellations, and gate changes. This can help airlines to reduce the number of customer service calls and improve the overall travel experience for customers. This use can be tied into multiple channels including

  • Generating personalized SMS updates
  • Generating personalized Emails.
  • Generating responses for text to speech IVR notifications.

Cross Sells & Upsells

In the airline booking engine, ChatGPT can generate personalized cross sells and upsells for the customer. Helping push the airline along in their revenue goals.

Marketing & SEO

Airline profitability is low, with the highest being ~10%. Attracting customers for new and existing routes is an ongoing operation. Marketing and SEO is just one part of that operation. One part that you can fully automate thanks to ChatGPT. As an example, prompts such as

What is the best food in Toronto?


How do I travel when visiting Jamaica?

Can be easily fed into ChatGPT to generate blog posts answering them. Tie this into some generative AI model that can add some catch images and and publish. This can all be done literally in seconds allowing airlines to pump relevant content and stay on top of the game.

Customer Support

It’s no secret that every airline on the face of the Earth uses chatbots to handle customer service but if you have ever used one, you know its not the best experience when we get a response like this:

Air Canada Chatbot Unhandled Intent Response.

ChatGPT is really good at responding very human like. Allowing it to speak to your customers can imrpove the overall experience and leave you with happier customers. A point to note though, the responses from ChatGPT can be unpredictable so this is definitely a feature you would want to build some fail safes into.

Quantum Chaos LLC is a industry leader in enterprise software engineering. Trusted by Airlines and Logistics clients in North America and the Caribbean to deliver their most mission critical software applications.