Vueling uses AI and VR technology for process efficiency and UX

Vueling uses AI and VR technology for process efficiency and UX

Virtual reality is emerging as a key technology, especially in cabin crew training

Spanish low-cost carrier Vueling, part of the IAG group, has announced this week at Mobile World Congress that it will be fully integrating artificial intelligence and virtual reality into its processes to improve its operational efficiency and user experience. 

The new technology projects have been developed under its transformation plan with which it aims to anticipate the challenges of the future. 

The centralised operations project tackles the management and consultation of internal documents, to "transform" how Vueling professionals interact with the company's key information. It harnesses AI to streamline complex internal processes. 

Its Speech Avatar is a technology that allows users to interact with talking avatars through text input and the use of interactive bots in real time. 

This enables more engaging and realistic digital interactions, improving response times and simplifying processes.

The airline also revealed that VR is another innovation project that will soon be integrated. It plans for it to be used in the company's cabin crew training and certification. 

Through a VR training platform, users can immerse themselves in realistic and more complex scenarios that represent real aircraft environments. 

It's designed to improve learner readiness and confidence, increasing certification success rates while reducing the learning curve. 

It said it expects to use VR in many different areas such as training, boarding processes and maintenance routines, among others in the future. 

As part of the event, the airline also unveiled its Persona+ project, which is designed to help user engagement and understanding of users. 

It leverages GPT-4 technology to create dynamic archetypes that better represent different customer profiles. 

Through conversations with fictitious characters, the different departments of the company can test different approaches within their area in order to gain knowledge of the different profiles and improve customer service.