This airline uses AI to monitor customer complaints

  • “That is why state-owned China Eastern Airlines is now using artificial intelligence (AI) to improve the customer experience, using the technology’s ability to handle huge amounts of data to tailor its services for individual consumers.
  • More broadly, the airline’s data lab now automatically classifies thousands of complaints and offers recommended solutions, to help front line customer relations staff. This shortens the customer response time and helps improve the overall quality of service, said Wang.”

China Eastern Air –

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