OpenAI’s CFO, Sarah Friar, and Air New Zealand’s CEO, Greg Foran, share a past at Walmart, leading to innovative collaborations between both entities. Over the past year, Air New Zealand has engaged with OpenAI to explore generative AI applications, such as creating virtual customer personas from extensive feedback, optimizing service enhancements. This strategy allows the airline to pre-test ideas before human focus groups, leveraging diverse customer insights. Furthermore, Air New Zealand is evaluating the use of AI to improve loyalty programs and on-time performance while developing efficiencies with 1,500 CustomGPTs tailored for internal processes. The airline is also assessing generative AI for customer interactions, although it remains cautious about its readiness. OpenAI’s advancements, including ChatGPT’s autonomous capabilities, are viewed as promising future developments in travel. Overall, Air New Zealand is committed to innovating with AI, aiming to enhance customer experience and operational efficiency.
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