American Airlines to use Gen AI to improve ‘customer experience’
January 17, 2025
American Airlines is leveraging the power of Generative AI (Gen AI) to further enhance its customer experience, tapping into vast volumes of data to deliver smarter, more efficient services.
With years of AI integration already in place, the airline has used machine learning and AI across various aspects of its operations, from flight scheduling to baggage handling.
The airline’s AI efforts help predict customer needs and disruptions, providing personalised solutions, enabling quicker rebooking options when travel plans change. AI also forecasts schedules more accurately.
Within operations, AI is used to determine crew requirements, predict flight block times, and optimise baggage handling. These innovations contribute to more efficient flights and shorter waiting times for passengers and their luggage.
Looking forward, American is embracing the next frontier in AI with Generative AI.
This technology will further improve online self-service for customers and streamline operations, helping the airline continue to meet customer expectations while running a reliable and secure operation.
“Generative AI (Gen AI) will present even more opportunities to improve the customer experience, from helping customers better self-serve online and in the mobile app to helping run a more efficient operation,” the airline said.
“American is taking a centralised approach to managing Gen AI and establishing a governance framework that sets the foundation for scaling this new technology going forward.”
