Someone Used A.I. To Come Up With A List Of Airline Improvements

A researcher from the University of Missouri used an artificial intelligence (A.I.) program to find ways to improve airlines for customers. After the program analyzed customer reviews it came up…

Kayla Morgan

Updated Mar 28, 2023 1:04 PM EDT

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A researcher from the University of Missouri used an artificial intelligence (A.I.) program to find ways to improve airlines for customers. After the program analyzed customer reviews it came up with eleven changes that would improve the airlines. Some of the suggested airline improvements included more flexible seating arrangements, self-cleaning bathrooms, luggage trackers, and personal comfort settings for each seat.

Sharan Srinivas, an assistant professor in the Department of Industrial and Systems Engineering and the Department of Marketing, had an A.I. program analyze 400,000 customer reviews for six major airlines. He sorted through the information and developed algorithms that identified the most common themes in the reviews. Then Srinivas determined the customer’s positive or negative view toward each of the identified themes. This would allow airlines to better understand the customer experience.

Srinivas said in a news release that airlines can use this information to determine their next steps as a company. “The ultimate goal is to help inform these airlines about what the customer is actually thinking,” Srinivas said. “It’s impossible to hear every customer and potential customer’s voice, especially for bigger airlines, but our software and recommendations will significantly assist the airlines in thinking about things from a consumer perspective.”

Suggestions from the A.I program.

The A.I. program saw the most common complaint is issues with seating. It suggested that airlines offer more flexible seating arrangements. Faster TSA lines was also on the list of suggestions from the A.I program. Its solution was to use biometrics like face recognition to I.D. everyone. This sounds a lot faster than showing a boarding pass and I.D. at the airport. Another A.I. recommendation on the list is to “Provide more frequent and automated baggage-related updates to passengers’ phones.”

Everyone who has traveled can certainly agree with a thing or two from the A.I.’s suggestion list.

Kayla MorganEditor

Kayla is the midday host on Detroit’s 105.1 The Bounce. She started her career in radio back in 2016 as an intern at another Detroit station and worked her way here. She's made stops in Knoxville, TN, Omaha, Ne and other places before returning to Detroit. She’s done almost everything in radio from promotions to web, creating content on social media, you name it. She’s a true Michigander, born and raised. So, you can catch her camping or vacationing up north to exploring the downtown Detroit or maybe even catching a sports game. During her free time, Kayla enjoys watching movies, roller-skating, crafting, and music festivals. She and her husband together dip into many of the great things Michigan has to offer. Together they also like to travel. A few hobbies of hers include wine and beer tastings, crafting, hiking, roller skating, movies, home improvement projects, gardening, and festivals. She’s always looking to take on more local events happening in the community. She loves connecting with the community. When writing, Kayla covers topics including lifestyle, pop culture, trending stories, hacks, and urban culture.