Jejuair expands AI, online chat services as monthly inquiry handling rises 19.9%

Jejuair said Monday it has been reducing gaps in customer service and improving convenience by building out an AI-assisted support environment, training customer service agents, and expanding online consultation services.

The airline introduced an AI customer service assistant last July to improve agent efficiency and enable faster, more accurate responses to customer inquiries. Jejuair also runs a quarterly agent development program that has staff study a range of travel-related inquiry scenarios in advance and practice situation-specific responses.

As a result, the average monthly number of customer inquiries handled by call center agents from January through September this year rose 19.9 percent compared with the same period last year, Jejuair said.

For online support, the airline operates a one-on-one chat service and a generative AI chatbot called Haijeko. The chat service allows customers traveling abroad — where making calls can be difficult — to get assistance over the internet without placing an international call. During periods when call center volume surges, it also serves as a supplementary channel alongside phone support.

Jejuair also offers multilingual support for foreign passengers, providing consultations in more than 180 languages through the one-on-one chat service and Haijeko. The share of foreign-language inquiries handled through Haijeko climbed 8.9 percentage points, from 14.1 percent in the January–September period last year to 23 percent in the same period this year.

"Grounded in consumer-centered management, we are working to improve accessibility and response quality so customers can get support conveniently anytime, anywhere," a Jejuair official said. "We will continue listening to our customers and steadily improving service quality and ease of use to become an airline that earns even greater trust."

Meanwhile, Jejuair participated last month in the 18th Jeju Island-wide Safety Experience Festival held at Jeju Citizen Welfare Town Plaza, operating an aviation safety education booth. Cabin crew members conducted hands-on sessions for children and teenagers covering how to fasten a seatbelt, how to use an oxygen mask, how to put on a life vest during a water landing, and emergency evacuation procedures.