Virgin Australia to bring conversational AI into contact centres

Virgin Australia is set to use conversational AI to create more self-service options for both Velocity members and guests that engage its contact centres.

The airline, which is undergoing a digital transformation, is now turning its attention to "transforming and modernising the Virgin guest and Velocity member servicing experience."

It is looking to onboard two conversational AI designers to "develop the technology to support the transformation.”

A Virgin Australia spokesperson told Digital Nation that given the rise of AI, consumer expectations are for there to be more self-service options when engaging brands.

“Increasingly our guests and members expect choice and flexibility in how they book, manage and self-service their travel needs," the spokesperson said.

“Broadening the scope of our current contact centres ensures we are set up to service and deliver on these diverse preferences."

The spokesperson added that investment in conversational AI “is an important part of Virgin Australia’s transformation journey, and an opportunity to create more wonderful experiences for our guests and members through our contact centre offering."

“This investment supports our ambition in enabling the next generation of service at Virgin Australia," the spokesperson said.

Already, Virgin Australia is using AI-powered products from SabreMosaic to increase revenue by sending travellers “ancillary offers” before they fly.

In 2023, Virigin Australia began using an enterprise architecture ‘brain’ to advise on technology investment decisions and help keep its technology transformation on track.