Part 4/9:
Interestingly, frontline personnel involved in operations—like pilots, flight attendants, and maintenance crews—are not immediately impacted by these cuts. However, AI's role in aviation is expected to expand into areas like predictive maintenance, baggage handling, and customer service.
The Role of AI in Customer Experience
AI's influence is already evident in customer-facing processes. Self-check-in kiosks, for instance, are reducing the need for direct human interaction during the check-in process. Further, AI-powered customer service chatbots, which can simulate human conversation with astonishing realism, are increasingly replacing call centers. A recent example includes Salesforce laying off 45% of its customer service staff, transitioning to AI-driven support systems.