Delta Air Lines is the latest travel giant to announce a generative artificial-intelligence powered assistant: Delta Concierge.

The airline is aiming to blend digital and physical experiences through the assistant within its Fly Delta app, said CEO Ed Bastian Tuesday evening during a splashy keynote at CES in Las Vegas. Delta Concierge, a new service aimed at seamless, personalized traveling, will roll out its capabilities this year.

It will “anticipate customer needs, provide contextualized advice and take action on the customers’ behalf.” The airline has said that in the future the system will be able to link an itinerary up with partners like Uber and Joby, providing a multimodal journey.

Bastian, speaking at the airline’s 100th anniversary, said that Delta Concierge would be a “thread” that would run through your entire experience. The genAI-powered assistant will anticipate your needs, provide real time guidance, and deliver tailored recommendations.

Delta concierge elements will soon be available in all of our digital and onboard channels. They will also be in the hands of our reservations agents, enhancing their ability assist you.

Delta Concierge was announced half a decade to the day after Delta first mentioned its “concierge concept” at CES 2020.

Phased Approach

Delta Concierge, starting in 2025 will be able send notifications to travellers regarding passport expiration and visa requirements.

The assistant should eventually be able to send alerts about weather conditions and other destination-related information to travelers to help them prepare for their journey. At airports, the assistant can help travelers navigate by providing notifications about bag drop, gate locations, Delta Sky Clubs, and sharing information on whether there is an TSA PreCheck Touchless Identification line.

Delta also stated that “a customer itinerary will be linked from start to finish by deep partner integrations.” Delta Concierge is going to analyze customer needs and preferences in order to find the most suitable path for each individual, leveraging the ecosystem of connected travel that will be available in the coming years. Joby, a Delta Partner since 2022, will be one of the brands available through the concierge for home-to airport transportation.

Delta Concierge was announced at CES along with a slew other announcements from the carrier. The airline also provided a preview of travel planning platform Delta Locals and is enabling travelers to link their SkyMiles and Uber accounts. Delta Concierge will be able to connect travelers to Delta Sync Wi-Fi, Delta Sync seatback and Delta Sync Wi-Fi in the future.

Bastian stated that Delta was combining innovative technologies and partnerships in order to create an integrated travel experience. This gives customers more options to reach their destination the way that suits them best.

The CEO painted an image of Delta Concierge in the future using a fictional character who would theoretically use it as she prepares to go on a business trip. The presentation illustrated how Delta Concierge can link with Uber and Joby. It also mentioned features such as augmented-reality wayfinding, permanent bag tags, biometrics, and more.

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