In an exclusive interview with CNBC-TV18, Doyle said AI is becoming increasingly important in improving customer experiences and operational efficiency.
“AI can significantly speed up transactions, which is crucial to improving customer service,” Doyle said, adding that he envisions a future where AI helps agents in Engagement Centers by quickly providing solutions to complex queries. , thus enhancing human interactions rather than replacing them. “When customers contact us, they want a human touch and our goal is to equip agents with the information they need to meet those needs effectively.”
Doyle also discussed the potential for AI to optimize operations, from simulating network outages to improving recovery times after weather-related challenges. “Machine learning, leveraging today’s computing power, will allow us to run better operations,” he said, acknowledging that while AI will play a critical role, the aviation industry will continue to rely heavily on human involvement in its physical operations.Also read: British Airways CEO: India is a very strategic market for anyone serious about international aviation
Currently, British Airways has implemented several AI use cases, focusing on preparing for future AI applications by transforming its IT infrastructure and data management. “We are laying a solid foundation to exploit AI effectively,” Doyle said. The airline has already integrated electronic log capture for engineering reporting, allowing engineers to proactively address issues, thereby improving fleet health and reliability.
When asked about the financial impact of AI, Doyle mentioned that the airline is currently prioritizing performance improvements over cost reduction metrics. “We have a £100m investment agenda in AI, focusing on improving fleet health, technical reliability and customer service response times,” he said.
Regarding the airline’s modernization efforts, Doyle said British Airways is investing £7 billion to improve its services and technology. A significant portion of this budget (approximately £700 million) will be allocated to IT modernization. “Half of this investment will go towards developing a new website and app, while the other half will focus on upgrading our operating systems,” he explained.
Doyle also highlighted the strategic importance of India in British Airways’ technology ambitions, noting that the airline is collaborating with technology providers such as Tata Consultancy Services to drive its transformation. “Our engagement centers in Noida and Gurgaon are at the forefront of our testing and experiments, demonstrating our commitment to innovation,” he added.
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