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State-owned China Eastern Airlines is now using artificial intelligence (AI) to improve the customer experience, using the technology’s ability to handle huge amounts of data to tailor its services for individual consumers.
The airline’s data lab now automatically classifies thousands of complaints and offers recommended solutions to help frontline customer relations staff. This shortens customer response time and helps improve the overall quality of service.
A Civil Aviation Administration of China (CAAC) report showed that China Eastern Airlines had 41.6 complaints per million passengers in May. This comes as the airline’s frequent flyer members reached 39.6 million in 2019, an increase of 18.8% from the year before, according to the company’s March annual report.
AI-related technologies have already been deployed at China’s airports. Beijing Capital International Airport launched a facial recognition system for security checks in April 2018 and now around 70 mainland China airports use the system.