Alaska’s AI Journey: Integrating Gen AI Across Business Units

In mid-2023, Alaska began its journey to integrate Generative AI (Gen AI) technologies across its operations, starting with engaging multiple business units in June and July. The initiative kicked off with the “No Regrets Move” workshop, aimed at aligning the various departments with the potential and practicalities of AI applications in their workflows. The ambition was clear: sift through 50 potential use cases and focus on the most impactful ones.

Prioritizing AI Use Cases

The rigorous evaluation process led to the selection of three primary AI applications, chosen based on their overall value and the speed at which they could deliver results (“Time to Value”). These were:

1. Safety Bot – Transforming safety protocol compliance from a process taking weeks to mere hours or minutes. As of now, this bot remains in development and User Acceptance Testing (UAT) due to its high-risk and high-visibility nature.
2. Customer Care Bot – Reducing average customer service interactions dramatically, from 40 minutes to 16 minutes, thereby saving over 50% in cycle time.
3. Agent Assist – Enhancing the accuracy of agent responses and reducing resolution time from hours to minutes. This bot is currently being tested in real-world environments, specifically airports and lounges.

These selected applications are not just about technological advancement but are focused on tangible efficiency gains and safety improvements that align closely with Alaska’s operational priorities.

Building a Model for Collaboration and Execution

The initial phase of the project saw Photon, a leader in AI solutions, taking the helm to guide discussions, infuse external perspectives, and help build a consensus around the adoption of AI technologies. This was crucial in setting a solid foundation for what would become a more collaborative effort as the project progressed.

As the build phase commenced, the model evolved into a partnership that was more cooperative and integrated. Alaska and Photon developed a new operational rhythm that enhanced the usual agile methodology:

• Daily Standups – Quick, focused meetings to keep the team aligned and responsive.
• Weekly Outcome Reviews – To assess progress and recalibrate efforts as needed.
• Biweekly Executive Steering Committee Meetings – Led by senior leaders from both Alaska and Photon (including Vikram from Alaska, and Mukund and Momo from Photon), these meetings ensure that at every level, there is a unified approach to integrating AI across the company.

This structured approach not only maintained a high level of engagement among team members but also fostered a culture of rapid iteration and continuous improvement, which is essential in AI project deployments.

Forward-Looking: The AI-Enhanced Future of Alaska

As these AI applications move from development to deployment, the focus is on scaling these solutions to maximize their impact. The Safety Bot, once fully deployed, is expected to revolutionize how safety protocols are managed across Alaska’s vast operations. Meanwhile, the Customer Care and Agent Assist Bots are set to redefine the interaction landscape, significantly improving both customer and employee satisfaction.

Alaska’s journey with AI is a testament to the transformative power of collaborative innovation in leveraging technology to solve real-world problems efficiently. This strategic approach not only prepares Alaska for a more automated future but also sets a benchmark in the aviation industry for how AI can enhance operational efficiency and customer service on a large scale.