Korean Air launches generative AI chatbot to improve customer support | News
Korean Air has launched the ‘Korean Air AI Chatbot’, a new generative AI-based service integrated directly into its website and mobile app.
Powered by generative AI and trained on extensive data sets including aviation regulations and operational policies, the new chatbot goes beyond traditional, scripted responses. Instead, it analyzes customer intent in real time to provide more accurate and relevant answers.
The service is based on advanced natural language processing (NLP) and allows customers to communicate using natural, conversational language. Instead of relying on keywords, a user can simply ask, “I’m flying economy from Incheon to Paris. How much baggage can I check in?” and receive a specific answer based on their itinerary.
To ensure transparency and reliability, the chatbot accompanies its responses with source citations and direct links to relevant pages. Korean Air has also set up a specialized database to verify content, minimize AI errors and ensure answers are accurate.
The Korean Air AI Chatbot is available on the official Korean Air website and mobile app. The service now supports 13 languages, expanding from the original four (Korean, English, Simplified Chinese and Japanese) to Traditional Chinese, French, German, Italian, Portuguese, Russian, Spanish, Thai and Vietnamese.
The airline has also streamlined the transition to human support. If further assistance is needed, users can simply type “connect to an agent” to be seamlessly connected to a live representative within the same chat window. This feature is limited to English and Korean.
After the initial launch, Korean Air plans to roll out phased updates with advanced features such as ticket purchasing and reservation management.
“With the launch of this AI chatbot, Korean Air remains committed to providing faster and more accurate support to our customers,” said a Korean Air representative. “We will continue to integrate smart technologies to ensure a more convenient and intuitive digital travel experience.”
