This week, Delta introduced a new AI-powered digital tool that is set to revolutionise loyalty, multi-modal travel, and customer experience.

The new AI-powered personal assistant, ‘Delta Concierge,’ will “chang[e]  the way the airline connects with customers during and outside their day of travel.”

Speaking on the announcement Ed Bastian, CEO, Delta said:

“Delta is thinking differently about how we blend the digital and physical experiences, starting with the Fly Delta app […] Our vision for Delta Concierge is that it will serve as an AI-powered personal assistant that combines the context of who our customers are and how they like to travel, with the deep knowledge and insights we’ve built as the world’s most reliable airline.”  

With customer convenience at its centre, Delta Concierge has been built into the Fly Delta app and can be interacted with through voice input or natural language text.

Here are some of the exciting features it will be able to do this year:

  • Notify customers about upcoming passport expiration and visa requirements.
  • “Proactively” assist with wayfinding in airports including directions to bag drop, Delta Sky Clubs, and gate.
  • Alert passengers when there is a dedicated TSA PreCheck® Touchless ID line.

In the future:

  • Anticipate customer needs and generate relevant guidance in real-time.
  • Share destination-specific notification including local weather.
  • Automatically connect passengers to Delta Sync Wi-Fi and Delta Sync seatback.

Delta Concierge will also bring in a new era of multi-modal travel. The tool will take both needs and preferences into account to support passengers from the start to the end of their journey.

As part of a fresh partnership with Uber (launching this Spring) SkyMiles Members can earn points on rides and deliveries with Delta capitalising on the fact that over 15 per cent of Uber ride bookings either begin or end at an airport.

In the future, it will link with Joby to book home-to-airport transportation. It is expected the first locations to trial this will be Delta’s New York (LGA and JFK) and Los Angeles (LAX) hubs.

To find out more about Delta Concierge read here.

 

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