China Airlines (CAL), a Taiwan-based carrier, has strategically positioned itself for the future by signing a memorandum of understanding (MOU) this month with Chunghwa Telecom Laboratories (CHTTL) to expand the use of Artificial Intelligence (AI) technology resources. The two companies will share their respective industry applications and R&D technology to co-develop an integrated AI development and management platform. This strategic move will not only make services more accessible to travelers but also define a new roadmap for AI development in the airline industry.

 

As the first airline to form such a partnership with CHTTL, CAL will focus on enhancing the AI service experience and strengthening corporate management of on-premises AI applications. The incorporation of “AI interactive voice response” functionality with customer service chatbots into the CAL website will provide travelers with additional answers to their inquiries, enhancing their overall experience. “Customer conservation analytics” performed by generative AI will analyze and categorize questions in audio files in real time to help customer service staff track common traveler questions with great precision. The data can also be used to improve internal education and training as well as enhance the productivity and quality of customer service.

 

For internal enterprise management, CAL will combine AI “forecasting and early warning applications” with big data to accurately predict the number and weight of luggage on each flight. The information can be used to maximize the utilization of belly cargo space on passenger flights and cargo hold space on freighter flights, which promises savings for the workforce. At the same time, the two companies will co-develop a “Smart Generative AI Platform” that uses machine learning model management and the construction of large language models (LLM) to accelerate the scaling and deployment of AI operations. The platform will also assist businesses with more effective management of on-premises AI applications and shorten model development time.

 

Research and development of telecommunications and information-communications technologies have always been the focus of CHTTL. The Labs have played a key role in defining international standards and industrial innovation as well. Current fields of research include the core technologies for broadband networking, mobile networking, AI, and information security. CHTTL has already developed numerous AI applications for enterprise use, including AI customer service chatbots, AI voice assistances, and the customer sentiment analysis platform (DeepVoice). These solutions have been recognized by the Taiwan Excellence Awards, National Brand Yushan Awards, and other top awards, demonstrating the quality and innovation of CHTTL's work. The latest partnership will lead to new milestones in the use of smart AI technology in the Taiwanese airline industry.

 

CAL continues to promote innovative services by incorporating the latest AI applications into its traveler experience and into internal management to boost team productivity. In 2024, CAL became the first Taiwanese carrier to receive the award for Best AI System Application Team at the Customer Service Excellence Awards (CSEA). CAL will continue to track the latest developments in the AI industry and collaborate with leading external organizations to build strategic partnerships that will accelerate AI development and boost international competitiveness through smart airline AI services.