Artificial intelligence has a natural place in all Air France’s research and innovation programs and is currently used at various stages of the customer journey. AI is used for a variety of purposes, including chatbots, tools to predict the number of hand luggage and meals, calculate how much water to bring on board, and eco-pilot systems to optimize cabin trajectories to reduce fuel consumption, optimize activities, free up resources and predict needs. and makes it easier for employees to access information relevant to their work. And all of these uses support our core goal of improving the customer experience.
Starting in 2023, Air France is creating a new revolution centered on generative AI. It is a new type of artificial intelligence that can autonomously generate rich content. Unlike traditional artificial intelligence, which focuses on specific tasks such as data classification, generative AI actually generates new data and relies heavily on machine learning. Simply put, AI learns and learns from every interaction. Generative AI, made popular by the ChatGPT tool, represents a true technological breakthrough and opens up new horizons for the use of data.
Currently, more than 80 projects leveraging generative artificial intelligence have been launched across all Air France business units. Some are at the stage of identifying the most suitable solution (data management model, predictive AI, generative AI, etc.), while others have reached the proof-of-concept stage.
Below are four examples of Air France’s progress in AI.
- Thalia: Inside Air France ChatGPT allows employees to familiarize themselves with the functionality of this tool in a secure environment without passing any information to third parties. TALIA is used by Air France employees to write daily emails, retrieve information from PDF documents, organize events and create to-do lists.
- parmelia: This is a solution that allows Air France airport staff to get answers to customers’ questions directly from their iPad. Allowed baggage allowance, carriage of live animals, formats: PAMELIA searches for answers in airlines’ reference manuals and procedural documents and generates written responses ready to share with customers, which can be instantly translated into 85 languages. PAMELIA, currently in the testing phase, is scheduled to be deployed at Paris Charles de Gaulle Airport in 2025.
- White: A tool for airline maintenance teams to search for aircraft part numbers in airline and manufacturer documentation. This tool saves valuable time when repairing or replacing parts, contributing to flight punctuality.
- fox: A tool for analyzing customer feedback to better understand customer expectations and concerns. FOX uses generative AI to automatically analyze customer feedback and translate the gist of diverse, complex text that includes humor or irony. This tool can also be used to detect weak signals and share this feedback across multiple company organizations.
In 1958, Air France established an operations research department responsible for stimulating and structuring innovation within the company. The goal was to adapt to technological advancements in an ever-evolving industry. These information flows, or “data,” were quickly identified as valuable assets, enabling a better understanding of customer behavior. This groundwork led to the expansion of revenue management, especially in the 90s, in part by leveraging historical data and identifying trends.
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