Lufthansa Group set up this thing called the Digital Hangar about a year back to focus on making their customers’ experience better. And guess what? They’re diving into the world of generative artificial intelligence technology. In our ongoing series about how travel brands are using generative AI from companies like OpenAI and Google, the big boss of Digital Hangar, Christian Spannbauer, spilled the beans about the impact of this technology on the travel industry.
Spannbauer and his crew started working with generative AI earlier this year, right when OpenAI services became available. The cool thing about generative AI is that it’s ready to use right away, no fancy setup needed. Of course, they have to make sure they play by all the rules and regulations, but the tech itself is more of a cultural and skills challenge than a technological one.
So, what are they using this generative AI for? Well, surprise, surprise, they’re focusing on content creation, conversation services, and automation for text-related stuff. They’re even training their model with their own internal regulations, guidelines, and procedures, so their employees have easy access. And the best part is that when one department starts using it, others get inspired and can jump right in. It’s like a democratization of innovation, man.
The biggest challenge for them with generative AI isn’t the technology itself. They’re working closely with Microsoft and OpenAI, who have their back. Integrating their platforms is a breeze. Their only hurdle is making sure their internal data is of the highest quality, so the model spits out the right results. Public models sometimes get a bit trippy, but internal ones are even trickier. They gotta understand their data, its quality, and whether it’s up to date, you know? It’s all about training the model to bring back the right answers. Oh, and their data is scattered across different systems, so they gotta figure out how to pull it all together.
Now, for the travel industry as a whole, generative AI is all about inspiration, man. Let’s say you wanna go golfing somewhere, and it has to be reachable by Lufthansa. That’s an obvious use case, but it’s already out there, you know? Lots of little and big companies are doing that. The real magic of generative AI comes when you combine it with their internal capabilities and create a unique experience with Lufthansa. Like, if you ditch their app and use a generative AI Copilot, it’s a whole new ballgame, dude. They already have data on their customers’ preferences and interactions, so they can make it feel like having a personalized conversation with a concierge. It’s all about making life easier for their customers and constantly giving them the right advice. That’s some next-level stuff.
Fast forward a year, and they expect to be using generative AI in all aspects of their business. It’s gonna be widely available, and they’re already seeing the benefits in terms of productivity. Developers can now speed up their work with AI-generated code. And even their admin work, like meetings and all that, could be done mainly by Copilot in the near future. The technology is evolving, man, and soon we’ll see even more mind-blowing stuff like speech-to-text, picture, and video conversions that we can’t even imagine right now. It’s a wild ride, dude.
Oh, and by the way, if you wanna stay in the loop about generative AI in the travel industry, keep an eye on PhocusWire’s AI Insights. They’ll keep you up-to-date on all the juicy updates from travel brands, from ChatGPT to Google’s Bard. It’s like AI heaven, man.