A major airline company is one of the world’s largest airlines, with a vision to grow rapidly and be the most loved airline. They operate thousands of flights daily to hundreds of destinations across the globe. They have four strategic pillars: growing capacity, achieving operational excellence, reducing costs, and improving customer service. They partnered with Slalom and Amazon Web Services (AWS) to explore the potential of generative AI to enhance their core functions and achieve their goals. 

 

The airline company recognized that generative AI technology could have a wide range of applications for their business, such as customer care, network operations, revenue management, employee experience, and digital. However, they needed a partner to help them understand, prioritize, and implement use cases that could deliver value quickly and securely. 

 

Slalom helped the airline company get started on their generative AI journey by providing education, use case identification and analysis, a centralized and secure Generative AI environment on AWS, user experience design, data acquisition, use case development using AWS Bedrock, and stakeholder demonstration. 

 

In three months, Slalom helped identify and develop more than 20 use cases that covered most of the airline company’s business functions. These use cases were tested with users and showcased to the executive leadership team. Slalom also helped establish best practices, frameworks for responsible use, a blueprint for production deployment, and a model for scaling adoption. 

 

The use cases developed by Slalom and AWS using generative AI technology estimated significant productivity gains for the airline company, ranging from 15% to 65%. For example, the customer care use case could increase agent productivity by 65%, enabling them to handle more than 5,700 inquiries per day and reduce response time by days during peak travel times. Moreover, Slalom estimated that the potential impact of faster onboarding and training of new employees using Generative AI could exceed $500M over five years. 

 

Interested in learning how your organization can benefit from generative AI? Looking for a trusted partner to help you along the way? Reach out to Slalom to learn more today.