Since its launch, Swifty has generated diverse opinions among users. Many highlight its speed and efficiency in providing information and resolving common queries. However, some have noted limitations in understanding more complex questions or resolving specific problems that may arise during the journey. In critical situations, such as last-minute changes due to cancellations, certain passengers still prefer interaction with human staff to ensure that their needs are adequately addressed.
Aware of these challenges, Lufthansa has expressed its commitment to continuously improve Swifty. The airline plans to implement updates that will expand the responsiveness and personalisation of the assistant, based on machine learning techniques and feedback provided by users. This approach will allow Swifty to evolve and better adapt to passengers' expectations and requirements.
The development of Swifty is part of a broader trend within the airline industry towards the automation of customer services through artificial intelligence. Airlines such as Air France-KLM and United Airlines have also introduced intelligent assistants with the aim of improving the traveller experience and optimising their operations. These initiatives reflect a recognition of the importance of technology in transforming the industry and customer satisfaction.
As technology advances, Swifty is expected to become a reference model both within Lufthansa and the airline industry in general. The integration of artificial intelligence into passenger services promises to transform the way travellers interact with airlines, offering more seamless, personalised and efficient experiences.
In addition to current features, Lufthansa has ambitious plans for Swifty's future. The airline is looking to expand the assistant's capabilities to include hotel and ground transportation booking management, offering an end-to-end solution for travel planning and execution. The integration of sustainability elements is also envisaged, allowing passengers to make more informed and responsible decisions regarding the environmental impact of their travel.
Christine Wang, Managing Director of Lufthansa Innovation Hub, said: "The rapid emergence of AI represents a huge opportunity for the travel industry. Despite the existence of several AI-powered solutions aimed at revolutionising travel planning, the booking experience has remained relatively untouched. This untapped potential is particularly significant within the expansive business travel segment".
Swifty founder Stanislav Bondarenko said: "We have adapted generative AI technology to address the unmet needs of millions of business travellers who have previously been underserved by existing products on the market. Swifty is democratising the personal assistance experience by making it available to all business travellers, as opposed to senior corporate executives."
