The chatbot is built on generative AI trained on a large volume of data, including airline rules, the company said. Customers can type questions in everyday language — for example, asking how many checked bags are allowed for an economy-class trip from Incheon to Paris — and receive an answer tailored to the request.
To improve reliability, Korean Air said the chatbot provides the source of its answers along with links to related pages. The airline also said it has completed an AI-focused database designed to minimize “hallucinations” and deliver verified responses.
The service is available on Korean Air’s official website and mobile app. Korean Air expanded language support from four — Korean, English, simplified Chinese and Japanese — to 13 by adding traditional Chinese, French, Russian, German, Portuguese, Spanish, Italian, Thai and Vietnamese.
If users need more help beyond the chatbot’s response, they can type “connect to an agent” to move directly from the chatbot screen to a customer-service representative, the airline said. Agent support is available only in Korean and English.
Korean Air said it plans to add features in stages based on customer experience, expanding beyond information such as airline policies to functions including ticket purchases and reservation lookups.
“With the AI chatbot service, customers can experience more accurate and faster support, as well as convenient and smart service for global customers,” a Korean Air official said.
* This article has been translated by AI.
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