China Airlines (CAL) has signed a memorandum of understanding (MOU) with Chunghwa Telecom Laboratories (CHTTL) to enhance the use of Artificial Intelligence (AI) in the airline industry. This partnership aims to co-develop an integrated AI development and management platform by sharing industry applications and R&D technology, paving the way for a new chapter in AI-driven services for travelers.
As the first airline to collaborate with CHTTL, CAL will focus on improving customer service through AI-enhanced features. The introduction of AI-powered interactive voice response and customer service chatbots on the CAL website will provide travelers with quicker, more accurate answers to their inquiries. Additionally, generative AI will analyze customer conversations in real time, categorizing common questions to help service staff improve efficiency and quality, while also contributing to internal training programs.
On the operational side, CAL will integrate AI with big data to optimize internal processes. AI-powered forecasting and early warning applications will predict luggage weight and volume on flights, allowing for better cargo space utilization. This will help airlines maximize space in both passenger and freighter flights, creating cost savings and improving workforce efficiency.
The collaboration will also include the co-development of a “Smart Generative AI Platform,” which will leverage machine learning model management and large language models (LLM) to streamline AI operations and reduce model development time.
CHTTL, a leader in telecommunications and IT research, has developed several AI solutions such as AI chatbots, voice assistants, and sentiment analysis platforms. Their expertise in these areas has earned them numerous accolades, including the Taiwan Excellence Awards. The new partnership with CAL is expected to mark a significant milestone in the adoption of smart AI technology within the Taiwanese airline industry.
