Singapore Airlines adopts OpenAI for Kris support and travel tools
Original title: Singapore Airlines elevates travel & work with OpenAI technology
The airline reports Kris CSAT doubled, handling time fell about 10%, and Flight Recommender users grew nearly 3x.
Singapore Airlines says it uses the OpenAI API and models for customer support, travel discovery, employee tools and software development. Kris, its customer chatbot, moved from scripted dialog flows to a conversational system grounded in a knowledge base. Staff use models inside Jarvis, a governed internal platform, and Flight Recommender calls fare and availability data with validation guardrails. The published gains are company figures, not an independent audit.
Unconfirmed: The CSAT, handling-time and user-growth figures are claims from Singapore Airlines and OpenAI.
- AI-assisted call summarization is intended to reduce representatives' after-call work.
- Kris can hand a conversation to an agent with relevant context.
- Flight Recommender guardrails cover malicious queries, hallucinations, PII and access limits.
- The airline plans booking changes, baggage transactions and more agentic Kris interactions.
- OpenAI models are also used in the airline's software development workflows.
- Vendors
- OpenAI
- Organizations
- Singapore Airlines
From the original article
7 min read at openai.comDiscover how Singapore Airlines uses OpenAI models and API to enhance customer support, travel discovery, and employee productivity, doubling CSAT for its Kris chatbot.
openai.com
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