In a move that underscores its commitment to innovation and operational excellence, Air Canada has assembled a team of over 75 AI experts to drive powerful in-house solutions. This impressive team, spanning fields like data science, operations research, machine learning, and data engineering, is transforming the airline’s operations in remarkable ways.
While the aviation industry might not be the first place you’d expect to find such a significant AI investment, Air Canada’s decision is driven by a clear need for bespoke solutions. Since November 2018, the airline has recognized that off-the-shelf AI tools simply don’t meet its specific operational requirements. This realization has led to a bold move toward developing custom AI solutions in-house, allowing Air Canada to tailor its technology to its unique needs.
These AI initiatives encompass a wide range of applications. One key area of focus is optimizing flight schedules, ensuring efficient resource allocation and minimizing delays. Another significant application is streamlining maintenance planning, maximizing aircraft uptime and minimizing disruptions. Beyond these core operational areas, AI is playing a vital role in enhancing customer service. AI-powered tools are being implemented to guide contact center and customer relations teams, improving the speed and accuracy of response to customer inquiries. Furthermore, AI is simplifying policies and procedures across the organization, making it easier for employees to navigate and comply with company regulations.
Air Canada’s approach to AI development is particularly noteworthy. By adopting a human-centered design approach and collaborating closely with staff throughout the development process, the airline ensures that its AI solutions are not only technologically advanced but also user-friendly and empowering for employees. This human-centric approach fosters a culture of innovation and ensures that AI is seamlessly integrated into the everyday operations of Air Canada, ultimately leading to a more efficient, reliable, and customer-centric airline experience.
