Air New Zealand has announced a groundbreaking partnership with OpenAI, marking a significant milestone in the airline’s digital transformation journey. This first-of-its-kind collaboration in Aotearoa positions the national carrier among the early adopters of OpenAI technologies in the Asia-Pacific region, reflecting its bold commitment to harnessing artificial intelligence (AI) to improve operations and enhance customer service.
Under the agreement, Air New Zealand will have direct access to OpenAI’s enterprise-grade tools and technologies, enabling the airline to explore a wide range of AI-driven use cases. Among the initial areas of focus are improving customer self-service channels and enhancing integrated planning in maintenance and operations. The airline is also exploring how data-driven AI insights can support staff in making faster and more informed decisions across various departments.
A key feature of this initiative is the rollout of Companion AI, Air New Zealand’s own deployment of ChatGPT Enterprise, to 3,500 of its corporate team members. This tool empowers employees to streamline workflows, increase productivity, and rethink traditional work processes using Generative AI. In addition, the airline is investing in the development of custom AI solutions using OpenAI APIs to further enhance customer and employee experiences.
According to Air New Zealand Chief Digital Officer Nikhil Ravishankar, the partnership with OpenAI reflects the airline’s drive to remain at the forefront of innovation, “We see AI as an opportunity for our team at Air New Zealand and a way to improve experiences for our customers. It helps us solve problems faster, serve our customers better, and reimagine how work gets done. By working directly with OpenAI, we not only access leading-edge technology but we also shape how it’s used in the real world.”
Custom GPTs, available within the ChatGPT ecosystem, allow businesses to create AI assistants with tailored personalities, tone, and specialized knowledge bases. These tools can be integrated with proprietary data and workflows, enabling highly specific and practical applications without the need for complex programming.
As Air New Zealand continues to embed AI into its core operations, the airline emphasizes its commitment to ethical and transparent AI use. Governance structures are in place to ensure that innovation aligns with the company’s values, safeguarding both customer trust and employee empowerment.
The collaboration not only enhances Air New Zealand’s operational efficiency but also underscores its leadership in embracing digital technology to shape the future of air travel in New Zealand and beyond.