Air France Launches New AI Projects to Enhance Efficiency and Customer Service

Air France is implementing over 80 new projects involving generative artificial intelligence (AI) across its business sectors in a bid to enhance operational efficiency and improve customer service. This move, which began in 2023, represents a significant shift towards advanced AI technologies capable of autonomously creating content and learning from interactions.

These projects include TALIA, an internal ChatGPT that assists employees with tasks like drafting emails and organizing events, and PAMELIA, a tool that helps airport agents answer customer queries directly on their iPads. CHARLIE supports maintenance teams by speeding up part number searches, while FOX analyzes customer feedback to better understand passenger expectations.

Air France's commitment to integrating AI into its operations reflects a broader industry trend of leveraging technology for improved performance. The airline's approach prioritizes data protection and regulatory compliance, emphasizing ethical use of AI. By using existing market solutions, Air France aims to stay agile and control costs while advancing its technological capabilities.

These developments mark a new chapter in Air France's long history of innovation, dating back to the establishment of its operational research department in 1958. With AI now playing a crucial role in various stages of the customer journey, from predictive maintenance to resource management, Air France is positioning itself at the forefront of aviation technology.