Revolutionizing Air Travel Support Operations Using Confluent and Generative AI
Revolutionizing Air Travel Support Operations Using Confluent and Generative AI
- September 26, 2023
- 5 Min Read
- iLink Digital
iLink Digital Makes Real-time AI a Reality with Confluent
In the fast-paced world of air travel, delivering exceptional customer experiences is non-negotiable. To meet this demand for excellence, iLink Digital partnered with Confluent, a global leader in real-time data streaming and event-driven architecture. This collaboration has led to the development of a demo showcasing generative AI with data in motion for customer support operations within the airline industry.
Ritesh Kapadia
Chief Technology Officer - Data, iLink Digital
“Our partnership with Confluent represents a milestone in enhancing customer service across industries. We are proud to provide Gen AI solutions along with Confluent that elevate the way businesses connect with their customers.”
Arun Krishnan
Senior Vice President - Analytics & AI, iLink Digital
“Confluent’s technology has proven to be the ideal foundation for our Gen AI solutions. It has enabled us to elevate our customer service to new heights.”
What You’ll Find in this Blog
In this blog, we aim to shed light on the profound impact of our collaboration with Confluent and how it addresses the unique challenges faced by the airline industry. We’ll take you through the architecture of our real-time chat application and provide real-world scenarios that showcase its capabilities. Our goal is not only to showcase the technology but also to inspire airlines to embrace innovation and improve their customer service.
A Look into ConFLYent Airlines Support Operations
Disclaimer: The name “ConFLYent Airlines” is used for demonstration & understanding purposes only.
Air travel has always been an exciting yet occasionally daunting experience for passengers. From booking flights and managing baggage to dealing with unexpected flight delays, passengers are often faced with numerous questions and concerns.
To enhance the passenger experience and streamline communication, we collaborated with Confluent to develop an intelligent chat application for ConFLYent Airlines. Our intelligent chat application builds the customer context by pulling the most up-to-date information and integrating it with LLMs (large language models) to provide human-like responses.
Challenges in the Airline Industry
The airline industry operates in a high-stakes environment, where every minute counts and customer satisfaction is paramount. However, it faces several critical challenges including:
- Real-time Data: Timely updates on flight information, gate changes, and policy updates are vital for passengers. Traditional systems struggle to deliver real-time data.
- Scalability: Airlines must handle sudden surges in passenger queries during peak travel times, which can overwhelm traditional customer service channels.
- Personalization: Passengers expect personalized services, such as meal plan changes or flight rescheduling. Traditional bots often lack the ability to provide this level of customization.
- Data Integration: Integrating disparate data sources and AI models into a cohesive system can be complex and costly.
Real-World Scenarios
Now, let’s explore how ConFLYent Airlines’ chat application simplifies air travel in two scenarios.
Scenario 1: Meal Plan Change Assistance
Let’s see how ConFLYent Airlines uses this application to assist passengers with changing their meal plans.
Imagine you’re a passenger named John, getting ready for your upcoming flight. You’ve already set your meal preference, but now you’d like to update it to ensure that your meal choice aligns with your dietary needs and preferences. Let’s visualize the conversation.
Scenario 2: Flight Updates Due to Weather Conditions
Another scenario where this application shines is in providing flight updates due to weather conditions.
Imagine you’re a passenger named John, and you have a flight scheduled from New York to your destination. However, as your departure time approaches, you become aware of unfavorable weather conditions. You want to ensure that your travel plans are still on schedule despite the weather uncertainties. Let’s visualize the conversation.
The above scenarios showcase the chat application’s ability to provide real-time updates and address passenger concerns. This is possible because the ConFLYent application knows information that the LLM does not. ConFLYent is contextualized with data from across disparate operational data stores across the enterprise using data streaming patterns. Passengers can make informed decisions and have peace of mind, even in unpredictable situations.
A Closer Look at the ConFLYent Airlines Chat Application
Before we explore the scenarios, let’s understand the magic behind ConFLYent Airlines’ real-time chat application. At its core, this application is a perfect blend of cutting-edge technology and seamless architecture.
Here’s how it works:
- Data Sourcing: Various Airline data sources such as Flight operation systems, CRM systems, Check-in & boarding systems, and Flight security & policy systems act as data sources, supplying critical information about flights, passengers, gate information, weather-related information, and airline policies. This data is streamed into Confluent topics within the Confluent environment.
- Consumer Group & LLM Integration: Enrichment of data takes place here. An Azure App Service communicates with a Language Model (LLM), enhancing the raw data. The enriched data is stored in the “Flight Data Embeddings” Confluent topic. Then the enriched data from the “Flight Data Embeddings” Confluent topic is retrieved and stored in Vector DB.
- Chat Application: The Chat Application Backend Azure App Service orchestrates communication between the user interface and the data sources. It retrieves enriched data and interacts with the Language Model like Chat GPT for natural language processing.
On the front end, our Real-time WebSocket-based Chat Application, hosted on Azure App Service, offers passengers a user-friendly interface for engaging with our services. It’s tightly integrated with the “Questions and Answers” Confluent topics, ensuring seamless communication between passengers and our AI-driven assistance.
Ready to Elevate Your Customer Experience?
At iLink Digital, we’re committed to redefining your customer experience. Our state-of-the-art solutions, like the intelligent chat application developed in partnership with Confluent, are designed to enhance your interactions and streamline your operations.
Why wait? Join us on this exciting journey and discover a new era of customer convenience and peace of mind. Your next innovation is just a message away!
Not yet a Confluent customer? Start your free trial of Confluent Cloud today. New signups receive $400 to spend during their first 30 days—no credit card required.
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