Singapore Airlines uses ChatGPT maker's AI to help customers and staff

Singapore Airlines is using AI from OpenAI, the maker of ChatGPT, to help customers and its own staff. The airline's chatbot is called Kris. According to OpenAI, customer satisfaction scores for Kris have doubled.

What the airline is doing

The airline uses OpenAI's AI models through what is called an API. That is a way for a company to plug AI into its own apps and websites, so customers use the airline's tools rather than a separate AI product. The work covers three areas:

• Customer support, such as answering traveler questions
• Travel discovery, meaning help finding trip ideas
• Employee productivity, meaning help for staff in their daily work

Why it matters

Airlines handle a lot of everyday questions from travelers. A chatbot that gets those right can save people time. The reported jump in satisfaction suggests customers found Kris more useful than before. For a business owner, the lesson is that AI chat can work as a real customer service tool when it is aimed at clear, everyday problems.

What is not known yet

The full article was not available, so some details are missing. The material does not say what the satisfaction score measures, what it was before, or how many customers use Kris. It also does not say how many staff use the tools, or what they save in time or money. The doubling figure comes from OpenAI's own news post, not from an independent review.

What to take from it

A business does not need to build its own AI from scratch. Many companies plug existing AI models into the tools they already offer. Starting with one narrow, common customer question is a sensible way to test whether it helps.