# Singapore Airlines makes AI its front desk

_Singapore Airlines doubled Kris chatbot satisfaction after switching to OpenAI-powered chat, while staff AI use tops 60%._

**Published:** 2026-11-12
**Source:** https://www.startuphub.ai/ai-news/artificial-intelligence/2026/singapore-airlines-makes-ai-its-front-desk

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Singapore Airlines has moved its Kris chatbot off scripted flows to an LLM system built on [OpenAI](https://openai.com/index/singapore-airlines-travel-work) API, doubling satisfaction scores according to the airline.

George Wang, senior vice president of information technology, calls AI central to personalization and productivity.

Jude Anand Suresh, customer service IT chief, said Kris now reads intent and passes context as handling time fell about 10% per the company.

Andy Koh, application services chief, said Flight Recommender turns plain trip descriptions into fare-checked options as users nearly tripled per the company.

Virgin Atlantic uses [ChatGPT Work](https://www.startuphub.ai/ai-news/artificial-intelligence/2026/openai-launches-chatgpt-work-for-finance-teams) for journey work and loveholidays pushes Codex builders, while Singapore Airlines ties [OpenAI](https://www.startuphub.ai/ai-news/startup-news/2026/anthropic-valuation-surges-to-965b-overtaking-openai) models to live fares with validation per [OpenAI](https://www.startuphub.ai/startups/openai).

More than 60% of staff now use Jarvis monthly for documents and custom workflows in a governed system according to the airline.

Engineers report gains up to 20% on selected planning and testing tasks as reviewers replace drafters per the company.

The announcement gave no model versions, costs, error rates or outside audit for the doubled CSAT.

No one said what Kris may change alone once booking and baggage actions go agentic.

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