Delta's Plan to Transform Air Travel with Smarter Service and Savvy Pricing

Delta Air Lines is stepping boldly into the AI realm and it's quite the game-changer in the airline industry. Their top brass – CEO Ed Bastian and President Glen Hauenstein – shared some intriguing insights at the Morgan Stanley Global Consumer & Retail Conference held on December 6, 2023.

What's the Big Move?

Delta is deploying AI to jazz up their customer service, particularly in handling reservations. Picture this: Instead of being stuck on hold for an eternity, customers get their answers in a snap – we're talking seconds here. It's all about making the customer experience smoother and faster.

“It’s really important that large companies such as Delta ensure that when you deploy AI, you have your house in order, that you have these policy questions streamlined, you have your data clean," explained Bastian. "We're being very disciplined about how we roll it out... This is probably a five-year journey. But I think it's enormous.”

But Delta's Not Just Stopping at Customer Service...

They're also using AI to get savvy with their pricing, especially for those premium options. It's a clever strategy that speeds up decision-making and really harnesses the power of AI for commercial gain.

Of course, this isn't just Delta's show; the entire airline industry is getting hip to AI. From dynamic pricing algorithms to predicting weather patterns, AI is the new co-pilot. A standout example? Fetcherr, an AI startup working with airlines on pricing. They claim AI can boost airline revenues by a cool 10%.

Delta's been eyeing AI for some time. Their Chief Digital Officer Eric Phillips was all about the AI buzz at the Skift Global Forum in New York this past September. He's looking to mesh digital tools and tech to streamline operations, a smart move in our digital age.

But like Bastian proposed, rolling out AI in a big company like Delta needs finesse. It's not just about letting AI loose; it's about integrating it smartly to avoid data chaos. Discipline is key.

To sum it up, Delta's AI adventure is a glimpse into the future of airlines. It's not just about tech for tech's sake. It's about making real, positive changes for customers and the bottom line. Delta's on to something big, and it's a thrilling sign of where AI can take us in the world of travel and beyond.