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Singapore Airlines doubles chatbot CSAT using OpenAI API

·2026.11.10 17:00

Key point

The airline cut agent handling time by 10% and tripled Flight Recommender usage by integrating OpenAI models into customer support and internal workflows.

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Details

  • Singapore Airlines integrated OpenAI API and models into customer support, travel discovery, and internal operations, resulting in a 2x increase in customer satisfaction score (CSAT) for the Kris chatbot.
  • Customer service representatives using AI-assisted tools, including call summarization, saw an approximately 10% reduction in average handling time.
  • Flight Recommender, a natural language travel discovery tool built on the OpenAI API, experienced nearly 3x growth in monthly users over the past year.
  • Internal software development teams achieved productivity gains of up to 20% by using OpenAI models for requirements refinement, test case creation, and code generation.
  • Over 60% of employees now use Jarvis, the airline's internal AI platform powered by OpenAI models, for document summarization and custom workflows.
  • The Kris chatbot transitioned from a scripted dialog-flow system to an LLM-powered conversational experience, allowing it to interpret natural language intent and manage multi-topic conversations.
  • Future expansions include deeper transactional capabilities for Kris, such as booking changes and baggage transactions, and a more conversational interface for Flight Recommender.
llmproductivityopenaicustomer-supporttravel-techsingapore-airlines
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