Singapore Airlines teams up with OpenAI to enhance customer service and operations using powerful GenAI copilots.
Singapore Airlines has announced a strategic partnership with OpenAI to develop and deploy GenAI tools across its customer and operational functions. This marks OpenAI’s first collaboration with a major airline and reflects Singapore Airlines’ push to redefine digital service standards in the travel sector.
The partnership centers around enhancing SIA’s virtual assistant using multimodal GenAI models. These tools will interpret and respond to complex inputs like audio, diagrams, and text, offering travelers dynamic support throughout their journey—from planning to post-travel. The assistant will also suggest destinations and answer detailed travel queries, making customer interactions more personalized and efficient.
Internally, OpenAI’s GenAI copilots will help automate and improve routine staff workflows. The AI will draw on prior data and learnings to assist with decision-making and resolve operational tasks. This will reduce cognitive load, allowing staff to focus on critical, high-touch work. OpenAI’s multimodal capabilities will also streamline access to information across formats and speed up response times.
Singapore Airlines will also use GenAI for more complex tasks like crew scheduling. By integrating AI into its infrastructure, the airline will optimize decisions based on regulations, workforce availability, and flight demand. This data-driven approach aims to reduce inefficiencies, enhance service quality, and future-proof operations at scale.