AI in Action: Transforming Challenges into Opportunities

When faced with an unprecedented surge in post-COVID travel, Air New Zealand didn’t just meet the challenge head-on—they leveraged AI to turn it into an opportunity for transformation. During the #10KWomen: AI Advantage Bootcamp session "Making it Real," we explored how Air New Zealand used AI to improve customer service, streamline operations, and enhance the overall experience. This story isn’t just about technology; it’s about practical solutions that make a tangible difference. Here's how they did it and what we can all learn from their journey.

Air New Zealand, known for its strong commitment to customer service, faced a significant challenge when the volume of customer enquiries skyrocketed as travel resumed after the pandemic. The issue wasn’t just about handling more calls; it was about finding a way to quickly equip customer service agents with the right information.

The team, led by Zeus Bhajiwalla, identified that the problem lay in the ability to access and deliver knowledge quickly. Enter generative AI—a tool that was used to create a chatbot capable of synthesising vast amounts of information across the organisation. This wasn’t just a tech experiment; it was a practical solution that reduced hold times, improved call handling efficiency, and, most importantly, boosted customer satisfaction.

Noah Costar, the AI architect behind this solution, revealed that the benefits extended beyond initial expectations. The AI tool not only sped up response times but also led to higher customer satisfaction, proving that when AI is used thoughtfully, it can enhance human interactions rather than replace them.

What truly stood out during the session was the emphasis on collaboration. Projects like these aren’t just about deploying advanced technology; they require the collective effort of diverse teams—from AI engineers to customer service experts—all working together to turn challenges into opportunities. This mirrors what we see across industries: the best solutions often emerge when different perspectives come together to tackle complex problems.

Another key takeaway was the importance of responsible AI deployment. The team was meticulous in ensuring the AI system’s reliability, avoiding the common pitfalls of “hallucinations,” where AI might generate incorrect or misleading information. This attention to detail is crucial as AI becomes more integrated into business operations, ensuring that it serves as a reliable tool for innovation.

The insights from this session highlight that AI is far more than just a buzzword; it’s a transformative force that can turn challenges into opportunities. For businesses and professionals alike, this presents a chance to harness AI not just for operational efficiency but to drive meaningful change and innovation.

As AI continues to shape various sectors, it’s essential to consider the broader implications for the future of work and the evolving skills that will be in demand. Understanding how AI integrates into different industries will be key to staying ahead in a rapidly changing job market.

A special thank you to Samar Alrayyes, Zeus Bhajiwalla, and Noah Costar for their leadership and insights during the session. Your work is truly making a difference, and it’s exciting to see how AI is being applied in ways that genuinely benefit both businesses and customers.