Vietnam Airlines utilises AI to enhance customer experience
Vietnam Airlines is continuously expanding its fleet and flight network, enhancing service quality, and intensifying the application of new technologies across all business operations, aiming to become a digital airline this year.
At the signing ceremony between Vietbam Airlines and Amadeus IT Group (Photo: VNA)
Hanoi (VNA) - The national flag carrier Vietnam Airlines has signed a memorandum of understanding (MoU) on cooperation with Amadeus IT Group, a Spanish multinational technology company, as an effort to become a digital airline that provides 5-star service experiences and meets the strategic objectives of the SkyTeam airline alliance and the International Air Transport Association (IATA).
The MoU marks the commitment of both parties to explore potential cooperation opportunities and develop advanced technologies to improve aviation operations and enhance customer experiences, through the application of artificial intelligence (AI) and Robotic Process Automation (RPA).
Accordingly, Vietnam Airlines and Amadeus will collaborate in implementing an automatic fare adjustment model, powered by AI, which determines real-time prices based on various factors, including customer demand, market conditions, customer behaviour, competitor pricing, and historical trends. This system is designed to improve accuracy and efficiency over time through machine learning algorithms.
In 2024, the carrier successfully partnered with Amadeus to carry out the Amadeus Altéa Passenger Service System (PSS) which provides it with comprehensive solutions for managing seat inventory, reservations, ticket sales, departure control, and digital technologies to enhance customer experiences. Notably, the Altéa PSS offers modern and efficient booking services, facilitating frontline staff in assisting customers with purchasing, changing, and utilising services from the airline.
Vietnam Airlines is continuously expanding its fleet and flight network, and enhancing service quality. Passengers praise the flights as having excellent service quality, high on-time performance, professional and dedicated flight attendants, and the distinct Vietnamese cultural identity. To maintain and enh♍ance these advantages, it is intensifying the application of new technologies across all business operations, aiming to become a digital airline this year./.
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