Despite the excitement surrounding AI's 'agentic era', corporate adoption is cautious. Virgin Atlantic's testing of OpenAI's Operator AI agent indicates significant potential in improving customer flight bookings. Operator leverages a model called CUA, which integrates visual understanding with user interface interaction, akin to popular automation frameworks. The early results from Virgin's tests suggest that Operator can effectively navigate booking processes and provide insightful feedback on user interactions, ultimately aiming to refine customer experience and engagement.
CUA essentially allows AI to understand and interact with web pages, simulating a user's journey - a major step forward in AI applications for customer service.
Virgin's use of Operator exemplifies how AI agents can streamline booking processes, enabling airlines to enhance user experience while also gathering actionable insights.
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