AI Can Enhance Aviation Efficiency, Says British Airways CEO: Report

Sean Doyle outlines AI-driven improvements in customer service, operational efficiency, and fleet reliability as British Airways invests in technology modernisation.

Highlights

  • AI will support human agents in Engagement Centres, speeding up responses to complex queries.
  • The airline is using AI to simulate network disruptions and enhance recovery times after weather-related challenges.
  • British Airways is investing GBP 100 million in AI and GBP 7 billion overall to modernize technology and services.

Follow Us

AI Can Enhance Aviation Efficiency, Says British Airways CEO: Report
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.

Also Read: Qualcomm Partners with Indian ODMs to Boost Edge AI Deployment: Report




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.

Also Read: OpenAI Raises USD 6.6 Billion to Accelerate AI Research and Expansion

"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.

Also Read: Ericsson Enhances Focus on AI, Gen AI and Network APIs at India R&D Centers

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.

Recent Comments

. :

Send ACT VOLTE to 53733 volte gets activated in a day

BSNL Outshines Jio, Airtel and Vi in August in Subscriber…

rahul_yadav :

There might be some issue with VoLTE activation with your no. I have 3 Bsnl sim in my Family in…

BSNL Outshines Jio, Airtel and Vi in August in Subscriber…

Sujata :

And here I'm getting bsnl LTE 2100 from a tower 7.3 km away. I double checked the distance from tarangsanchar…

BSNL Outshines Jio, Airtel and Vi in August in Subscriber…

TheAndroidFreak :

What's the use of that? Total of 40000 sites with 700Mhz/2100Mhz LTE. It's not enough for now. They should have…

BSNL Outshines Jio, Airtel and Vi in August in Subscriber…

Riju vv :

It is not 1L sites. It is 1.19L sites. There are two separate deployment projects in progress.The first is a…

BSNL Outshines Jio, Airtel and Vi in August in Subscriber…

Load More
Subscribe
Notify of
0 Comments
Inline Feedbacks
View all comments