# Singapore Airlines Doubles Kris Chatbot Satisfaction With OpenAI

By Simon Yoon

Canonical URL: https://www.tokenpost.com/news/technology/54719
Published: 2026-11-12T00:51:37.000Z
Updated: 2026-11-12T00:51:37.000Z
Section: Technology

> AI-assisted tools, including call summarization, cut representatives’ average handling time by about 10%. Monthly Flight Recommender users tripled over the past year.

Singapore Airlines’ switch to OpenAI models doubled satisfaction scores for Kris, its customer-service chatbot, alongside gains in service efficiency and use of a travel discovery tool.

Kris moved from a traditional dialog-flow system to OpenAI large language models (LLMs). The updated experience is more conversational and intuitive.

AI-assisted tools, including call summarization, reduced customer-service representatives’ average handling time by about 10%. The summaries are intended to give staff more time to focus on customer interactions.

For travel discovery, Singapore Airlines uses natural-language processing in its Flight Recommender. Monthly users of the tool tripled over the past year.

The airline also uses OpenAI models in Jarvis, its governed internal AI platform, to support software-development workflows, improve employee productivity and help teams deliver more personalized services. Singapore Airlines combines the models with internal data controls, orchestration, validation and human review.

“AI is central to our efforts to deliver more personalized customer experiences and improve productivity across the business,” said George Wang, senior vice president of information technology at Singapore Airlines.