When we asked our network to tell us which three CX trends are changing their roles the most this year, hyper-personalization emerged as the sixth most selected response, while generative AI chatbots were the second most selected response. Airlines are at the forefront of this trend and increasingly leverage AI to create more personalized and engaging interactions with their customers. In this session, Edward Pauls, Digital Adoption and Innovation Expert at Swiss International Airlines, will share how the company is using generative AI to inspire travelers and drive flight sales by offering hyper-personalized destination recommendations based on individual preferences.

The session will focus on the development of Heidi, the airline’s generative AI-powered chatbot that helps customers discover travel destinations by asking about their specific holiday preferences. From recommending lesser-known spots to tailoring suggestions that meet customer interests, Heidi represents a new frontier in customer engagement for airlines. Edward will also cover the challenges of developing such a chatbot, including ensuring appropriate recommendations and managing customer expectations around AI.

Key takeaways include:

• Leveraging AI for personalized travel inspiration: How Swiss Airlines uses generative AI to offer destination recommendations based on customer inputs, driving engagement and flight sales.
• Addressing the challenges of AI in CX: Insights into managing chatbot accuracy, preventing inappropriate requests, and ensuring that AI tools meet both customer expectations and ethical standards.
• Balancing innovation with customer adoption: How the airline is encouraging customers to embrace new technology while managing feedback from both tech-savvy travelers and those hesitant about using AI.