British Airways CEO opined that artificial intelligence (AI) can significantly improve efficiency in the aviation industry. The Global CEO of British Airways Sean Doyle said AI is becoming increasingly important in enhancing customer experiences and operational efficiency, as he outlined the airline's expansion plans as it marks 100 years of flying to India, according to a CNBC-TV18 report.
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AI to Empower Human Agents
Doyle emphasised AI's role in customer service, particularly in assisting human agents at the airline's Engagement Centres. He explained that AI will assist agents in quickly resolving complex customer queries, thereby improving response times without diminishing the human touch.
"AI can significantly speed up transactions, which is crucial for enhancing customer service," Doyle said, according to the report, adding that he envisions AI assisting agents in Engagement Centres by quickly providing solutions for complex queries, thereby empowering human interactions rather than replacing them. "When customers reach out, they seek a human touch, and our goal is to equip agents with the information they need to meet those needs effectively."
AI's Role in Optimising Operations
Reportedly, Doyle also pointed to AI's potential in optimising operations, citing its use in simulating network disruptions and improving recovery times after weather-related challenges. While AI will play a central role in operational improvements, Doyle underscored that human involvement remains vital to the industry’s physical operations.
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"Machine learning, leveraging today’s computing power, will enable us to run better operations," Doyle said, according to the report.
British Airways has already implemented several AI use cases, focusing on preparing for future AI applications by upgrading its IT infrastructure and data management. For example, the airline has integrated electronic log captures for engineering reports, allowing engineers to address issues proactively, thereby improving fleet health and reliability. "We are laying strong foundations to exploit AI effectively," Doyle noted, according to the report.
Investments in AI and Technology Modernisation
The airline has a GBP 100 million investment agenda in AI, aimed at enhancing fleet health, technical reliability, and customer service response times. According to the report, in addition to AI, British Airways is investing GBP 7 billion to modernise its services and technology. Of this, approximately GBP 700 million will be allocated to IT upgrades, including a new website, app, and improved operational systems.
"Half of this investment will go towards developing a new website and app, while the other half focuses on upgrading our operational systems," Doyle explained, the report said.
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India as a Technological Hub
India plays a critical role in the airline’s technological strategy, with British Airways collaborating with Tata Consultancy Services and conducting trials at its Engagement Centres in Noida and Gurgaon, the report quoted Doyle as saying.
