Korean Air launches AI chatbot for customer support

Korean Air has launched the “Korean Air AI Chatbot,” a generative AI-powered service designed to transform customer support on its website and mobile app. The new chatbot leverages advanced natural language processing (NLP) and is trained on extensive datasets covering airline regulations and operational policies. Unlike traditional scripted responses, the AI analyses customer intent in real time to provide accurate and relevant answers. Customers can interact using natural, conversational language. For example, asking, “I’m flying economy from Incheon to Paris. How many bags can I check in?” will generate a personalised response based on their itinerary. To ensure reliability, responses are accompanied by source citations and direct links to relevant information. Korean Air has also created a specialised verification database to minimise AI errors, ensuring users receive trustworthy and up-to-date guidance. The Korean Air AI Chatbot now supports 13 languages, expanding from the original four (Korean, English, Simplified Chinese, and Japanese) to include Traditional Chinese, French, German, Italian, Portuguese, Russian, Spanish, Thai, and Vietnamese. Seamless transition to human support is also available. Users can type “connect to an agent” to be transferred to a live representative within the chat window—currently supported in English and Korean. Future updates will add advanced features such as ticket purchasing and reservation management, further enhancing the digital travel experience. “With the launch of this AI chatbot, Korean Air remains committed to providing faster and more accurate support for our customers,” said a Korean Air representative. “We will continue to integrate smart technologies to ensure a more convenient and intuitive digital travel experience.”   For Editorial Inquiries Contact: Editor Matt Driskill at [email protected] For Advertising Inquiries Contact: Head of Sales Sally Passey at [email protected]