Singapore Airlines announced last week that it is partnering with American AI startup OpenAI, to implement AI-enabled solutions for customer support operations. The partnership will enhance Singapore Airlines’ virtual assistant to offer personalised support for customers and provide relevant information in response to their queries.
Besides, the airline staff is also said to benefit from the new and improved virtual assistant, which automates routine processes and provides assistance on several tasks.
“This will assist in decision-making for complex tasks such as flight crew scheduling, while considering regulatory requirements, operational limitations, and manpower availability,” the airlines stated.
Singapore Airlines also mentioned that this is the “first of its kind collaboration between OpenAI and a major carrier”.
Recently, Singapore Airlines announced a collaboration with Salesforce to integrate the company’s Agentforce and other AI services into its customer case management system. The two companies will also develop more AI solutions in the country’s Salesforce AI research hub, which was established in 2019.
Several airlines worldwide have been implementing AI in various operations over the past few years. At the Consumer Electronics Show (CES) 2025 in January, Delta Airlines announced ‘Delta Concierge’, an AI-enabled tool for travel assistance. The tool offers assistance with various tasks, including wayfinding within the airport and airport-to-home transfers.
Last year, Air India reported working with Microsoft’s Azure AI services to improve its virtual assistant. “The airline also reengineered its AI stack for generative content and more back-end integration. It used Azure AI Content Safety to detect and mitigate potentially harmful content to help ensure a safe and responsible virtual assistant,” the report published by Microsoft stated.
Moreover, the airline reported that its employees are utilising Microsoft Copilot for various day-to-day activities and tasks.
“The Copilot plugin is used by key sectors, including airports, for managing ground activities, cargo, engineering, commercial, and the digital and technology team, which is pivotal in maintaining Air India’s critical tech infrastructure,” the airline further said.