Air Canada has announced it will be integrating artificial intelligence (AI) into its customer service offering this summer. Travellers experiencing flight delays or cancellations will be able to speak to an “AI-powered voice assistant” instead of a human agent for simple issues such as confirming seat availability. The airline hopes the technology will reduce call wait times and the AI capability will be developed over time, tackling more complex customer service issues. This follows the launch of facial recognition technology for identity verification, used to speed up airport processes for certain flights from Vancouver International Airport.
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