LATAM Airlines Group has introduced its new AI virtual agent in beta phase, a tool set to revolutionize how passengers organize their trips. It has been available to registered users in Chile since April and, as of June, in Colombia, Peru, and Ecuador via the company’s mobile application.
This pioneering solution in Latin America allows users to explore destinations, plan activities, and obtain personalized flight quotes. Its objective is clear: to transform the travel experience with cutting-edge technology.
Features Designed to Meet Passenger Needs
The system was designed to address travelers’ most frequent demands. Its key functionalities include:
- Recommending destinations based on user preferences.
- Organizing activities at the selected location.
- Flight planning, with date and price inquiries.
Obtaining quotes using miles and answering specific questions, such as:
- “What is the cheapest date to fly to Miami in January?”
- “What activities can I do in Cancun?”
The agent is continually evolving thanks to user feedback, which allows it to improve its suggestions and adapt to new scenarios.
→ LATAM Launches Direct Flights from Porto Alegre to Buenos Aires, Florianópolis, and Belo Horizonte
Initial Impact and Usage Trends
Over the last month, more than 52,000 people tested the tool. The most used features were itinerary planning, flight quoting, and destination information inquiries. The most searched destinations during this period were Lima, Santiago, and Rio de Janeiro, reflecting interest in key regional routes.
“This project reflects the path we are on at LATAM to incorporate artificial intelligence and digitalization as an integral part of our service. More than a technological tool, the virtual agent is a demonstration of how we want to enhance our passengers’ experience with more personalized, simple solutions that are connected to their real needs,” said Juliana Rios, Chief Digital and IT Officer of LATAM Airlines Group.
Record-Time Development with Google Technology
The project was created by a multidisciplinary team of 10 internal professionals in collaboration with Google engineers. In just three months, the airline managed to bring a generative AI-based solution into production. The tool utilizes Gemini and Vertex AI, supported by LATAM’s own database and the most extensive flight network in South America.
What’s Next: Expansion and New Capabilities
Among the upcoming challenges are its launch in Brazil, as well as the integration of new functions:
- Destination accommodation recommendations.
- Multimodal capabilities including voice and images.
- Access via the airline’s website.
LATAM projects to achieve a 50% adoption rate in the markets where it deploys the tool, maintaining its beta focus to allow for continuous evolution.
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Un apasionado por la aviación, Fundador y CEO de Aviación al Día.