Case Study: AirAsia boosts ground staff self-service with Yellow.ai

AirAsia empowers employees with gen AI-powered chatbot for seamless self-service

AirAsia, the airline known for its global low-cost operations, needed a faster way for ground staff to access critical policies, manuals, and FAQs spread across large volumes of documents. The challenge was to retrieve accurate information quickly despite time constraints, technical issues, and low-bandwidth conditions at airports. To address this, AirAsia worked with Yellow.ai and its Generative AI-powered self-service platform.

Yellow.ai implemented an always-on AI agent integrated with AirAsia’s knowledge base and document management system, enabling staff to search thousands of pages of manuals and bulletins in real time. The solution improved self-service for ground operations by delivering fast, relevant answers in the chat window, boosting operational efficiency, adoption, and accuracy while reducing the need to manually sift through documents.

AirAsia

Mohit Khatri

Head of Ground Ops Projects