Korean Air has launched the “Korean Air AI Chatbot,” a new generative AI-based service integrated directly into its website and mobile app.
Powered by generative AI and trained on extensive datasets, including airline regulations and operational policies, the new chatbot goes beyond traditional, scripted responses. Instead, it analyzes customer intent in real time to provide more accurate and relevant answers.
Built on advanced natural language processing (NLP), the service allows customers to interact using natural, conversational language. Instead of relying on keywords, a user can simply ask, “I’m flying economy from Incheon to Paris. How many bags can I check in?” and receive a specific response based on their itinerary.
To ensure transparency and reliability, the chatbot accompanies its answers with source citations and direct links to relevant pages. Korean Air has also established a specialized database to verify content, minimizing AI errors and ensuring that responses are accurate.
The Korean Air AI Chatbot is available on the official Korean Air website and mobile app. The service 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.
The airline has also streamlined the transition to human support. If further assistance is needed, users can simply type “connect to an agent” to be seamlessly transferred to a live representative within the same chat window. This feature is limited to English and Korean.
Following the initial launch, Korean Air plans to implement phased updates to include advanced features such as ticket purchasing and reservation management.
“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.”