Korean Air Clinches Prestigious Digital Innovation Award for AI-Driven Customer Service
Korean Air has been lauded for its pioneering digital transformation initiatives, bagging the esteemed 2025 Future Travel Experience (FTE) APAC Pioneer Award at the FTE APEX Asia Expo in Singapore. The airline was celebrated alongside a select group of nine other carriers for spearheading digital innovation across the Asia-Pacific region.
The award particularly acknowledges Korean Air’s groundbreaking AI Contact Centre (AICC), a cloud-based platform developed in collaboration with Amazon Web Services (AWS). This sophisticated system aids customer service agents by automatically summarizing calls and offering real-time response suggestions, significantly amplifying both efficiency and accuracy in customer interactions.
In addition to customer service innovation, Korean Air was also praised for broadening its unmanned aerial vehicle (UAV) business into AI-based autonomous flight and mission execution. The airline’s partnership with U.S. defense technology firm Anduril to co-develop autonomous UAVs was spotlighted as an exemplary model of cross-industry innovation, placing Korean Air at the cutting edge of aviation technology.
This recognition comes at a time when airlines globally are investing heavily in AI and digital solutions to enhance customer experience and operational efficiency in the post-pandemic travel recovery period.
Source: https://asianaviation.com/airline-news-in-brief-17-november-2025/