Air France and Artificial Intelligence

Aviación al Día

2 months ago

Air France, one of the leading airlines worldwide, transports 100,000 passengers daily on over 1,000 flights, generating an enormous volume of data. Since 1958, the company has been at the forefront of operational research, structuring innovation, and adapting to technological advancements.

Over the decades, data analysis has allowed the airline to better understand customer behavior. In the 1990s, the airline implemented revenue management through dynamic pricing based on demand. In the 2000s, Air France took a step forward by using maintenance data, developing Prognos, a predictive maintenance solution currently used by more than 80 airlines worldwide.

Artificial Intelligence in the Customer Experience

Artificial intelligence (AI) has become a fundamental pillar in Air France’s research and innovation programs. Today, AI is present at various stages of the customer journey, with applications including:

Chatbots: Virtual assistance tools that answer frequently asked questions.

Prediction of baggage load and onboard meals: Optimizing logistics and reducing waste.

Calculation of the amount of water needed in-flight: Improving loading efficiency and reducing unnecessary weight.

Eco-piloting: Systems that optimize flight trajectories to reduce fuel consumption and improve sustainability.

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The main goal of these applications is to optimize operations, anticipate needs, and facilitate staff work, thereby enhancing the customer experience.

Generative Artificial Intelligence Revolution

In 2023, Air France began exploring generative artificial intelligence, a technology capable of autonomously generating content, marking a significant breakthrough in the industry. Currently, the airline has over 80 generative AI projects in various stages of development. Some examples include:

MY TRIP ASSISTANT: A chatbot integrated into the Air France website that answers questions about baggage, providing personalized responses based on the customer’s reservation.

TALIA: A private ChatGPT for Air France employees that allows them to write emails, search for information in PDF documents, draft meeting minutes, and create task lists.

CHARLIE: A tool for maintenance teams that facilitates the search for part numbers in the airline’s and manufacturers’ documentation, improving flight punctuality.

FOX: A customer feedback analyzer that, using generative AI, translates and synthesizes opinions, even when they contain humor or irony. Additionally, it detects trends and weak signals to share key information within the company.

To implement these projects, the airline has migrated its data to secure cloud solutions and created a private generative AI platform.

Responsible and Secure Use of Artificial Intelligence

Air France is committed to the reasonable and controlled use of AI, prioritizing data protection and compliance with regulations such as the AI Act. All solutions are kept in closed circuits to ensure the security and privacy of information.

To reinforce these practices, the airline has established an AI Committee, responsible for ensuring the application of best practices in the use of artificial intelligence.

Air France is not only leading the way in integrating AI into aviation but is also laying the groundwork for a more efficient, sustainable, and passenger-focused industry.