Case Study: Asiana Airlines achieves stronger brand value with Microsoft Corporation's Korean-language chatbot

Asiana Airlines’s brand soars with Korean-language chatbot

Asiana Airlines wanted to use technology as a competitive advantage in customer service and aimed to be the first airline in its market to launch a Korean-language chatbot, but it lacked the in-house AI and natural-language expertise to build one. The company turned to Microsoft Corporation and Microsoft Services, using Microsoft Azure and the Bot Framework to create the chatbot, Aaron, for customer engagement in the Korean market.

Microsoft Corporation designed a scalable, cost-effective chatbot optimized for Korean that could handle surges in demand and support services like ticketing, reservations, travel recommendations, and customer satisfaction surveys across KakaoTalk, Facebook Messenger, the website, the mobile app, and internal channels. Within a little over a year, chatbot usage increased 10x and the system achieved more than 90% accuracy, helping Asiana Airlines strengthen its brand and establish a clear technology-led market advantage.

Asiana Airlines

Rayoung Kim

Product Manager, Service Desk