Virgin Atlantic showcases AI use across its travel operations

Virgin Atlantic is rolling out AI across its operations, with the help of ChatGPT owner OpenAI.

Oliver Byers, Virgin Atlantic CFO, in a post for OpenAI said the airline had begun with broad testing, then deepened partnerships with OpenAI after pilots and ChatGPT Enterprise trials demonstrated tangible benefits.

The airline highlighted that it uses Codex and ChatGPT Enterprise to write and test code faster, shortening cycle times for its mobile app, check-in and loyalty features.

In HR, Virgin uses hundreds of custom GPTs for internal self-service, and the carrier works with Cambridge Spark on AI apprentices.

A digital concierge uses OpenAI’s real-time voice API to handle routine queries and hand complex cases to humans, while the company measures engagement, satisfaction, wait times, self-service rates and revenue impact.

“We’ve seen massive adoption of the technology...ultimately what that results in is us getting more code written at a faster pace in front of our customers to give a better experience.” Byers said.

The recap

• Virgin Atlantic expands AI across operations and customer experiences.
• Uses ChatGPT Enterprise, Codex and OpenAI realtime voice API.
• Plans multi-year vision and measures wait times and revenue.