Ep 4: The growing role of AI in airline customer service - with Garth Lund and Xavier Orr

Disrupted flights result in costs of over €100 million per year for large airlines like easyJet or Wizz Air.  They also drive high volumes of claims that must be managed by airline customer service teams. In this episode, Xavier Orr joins Garth Lund to discuss the practical application of AI in airline customer service and how AirCS automates the claims process to help airlines manage disruptions more efficiently and reduce operational overheads.(0:52) Customer service pain-points for airlines and intro to AirCS(4:44) Making the difference for customers(7:01) Evolution of flight disruption(8:55) The math of disrupted flights(14:42) AI passenger claims management vs traditional decision engines(19:19) Finding the right balance for AI in customer service(28:40) Regional differences in passenger compensation(31:03) The future role of "claims farms"Published by The Engine Cowl