Case Study: Asiana Airlines achieves better customer service with Microsoft Azure Stream Analytics

Asiana Airlines’s brand soars with Korean-language chatbot

Asiana Airlines wanted to use artificial intelligence as a competitive advantage and become the first airline in its market to offer a customer-service chatbot, but it lacked in-house expertise in advanced AI and natural-language technology. Microsoft Azure Stream Analytics, working through Microsoft Consulting Services, helped the airline build a Korean-language chatbot that could support customers and strengthen the Asiana brand.

Microsoft Azure Stream Analytics helped implement the chatbot, Aaron, using Microsoft Azure technologies, the Bot Framework, and custom components optimized for Korean, enabling the solution to scale in the cloud during demand spikes. The chatbot expanded from customer satisfaction surveys to ticketing, reservations, travel recommendations, and other service channels, with customer use growing 10x in just over a year and accuracy exceeding 90 percent.

Asiana Airlines

Rayoung Kim

Product Manager, Service Desk