How a Saudi airline is making travel easier and smoother with AI and low-code tools

The app is just one example of Saudia’s digital transformation, from the creation of a new one virtual customer assistant and traveling companion with Azure OpenAI Service to simplify operations with Azure and Power Platform cloud services, said Abdulgader Attiah, Saudia’s chief data officer. The transformation is a pillar of a rebranding strategy that includes new services, colors, uniforms and plans to expand the company’s fleet of 140 aircraft and the list of more than 100 destinations.

“The main reason for our digital transformation is to fuel our commitment to deliver great experiences throughout our customers’ journey,” said Attiah. “The customer experience is at the heart of it.”

The AI ​​virtual assistant announced a few weeks ago provides a personalized chat-based service for customers searching, planning and booking travel. Customers can ask the app for travel ideas – such as a family trip with a defined budget in Europe with mountains and a climate of 20 degrees Celsius – and the app will return suggestions and flights in a seamless experience, Attiah has said Scheduled for release this year, the app will also be able to identify customers and connect them with a live agent if needed.

“Each person can have their own personal assistant and customize their journey with their unique needs,” he said. “It’s really powerful.”

With Power Platform, Saudia is driving innovation among employees, who have built thousands of solutions using low-code and no-code tools to improve business and operations, Attiah said. The solutions include the company’s 10 most used apps.

Noorwali’s app gives departure supervisors a digital checklist that helps them track tasks more efficiently and consistently. It also connects the data in its reports to a Power BI dashboard for a clear and recorded view of incidents and trends. That helps managers analyze flight reports instead of digging through emails and disparate systems.

“Using time in a better way, we can focus on important things that could be skipped because of the headache of work,” said Moayyed Almizyen, a supervisor who managed the development of the new system. “The ultimate goal is the guest experience.”