Sabre has introduced a generative artificial intelligence (gen AI) chat solution for airlines.

Dubbed SabreMosaic Concierge IQ, the tool is designed to help passengers “plan, book and manage trips in one seamless conversation,” booking a complete trip with flights, hotels and ancillaries.

Sabre said the technology, which is part of its airline retailing platform, gives airlines “a measurable edge in retailing and customer service” via its API-driven architecture and AI capabilities. The consumer-facing solution utilizes proprietary AI models as well as Google Cloud infrastructure.

Virgin Australia is the first airline to integrate Concierge IQ.

“Effectively, this is a conversational commerce layer built on top of our AI IP layer, but what it enables is research, search, booking, post-service support, etc., all in one conversational element,” Sabre president and CEO Kurt Ekert said in an executive interview at The Phocuswright Conference on Wednesday.

“If consumers begin to grab onto this, and they say, ‘This is how I want to book my travel. I like the servicing better,’ you can see a massive shift there directly.”

Airline customers choose the platform they want to chat on, whether that be web, the airline’s mobile app or WhatsApp, and can then find and book the recommendations without needing to switch apps or wait on hold, Sabre said.

Concierge IQ also suggests upgrades, bundles and ancillaries when proprietary models are prompted and informs users that they can redeem loyalty points or use multiple payment methods. Sabre noted that the tool also works with airline loyalty systems to analyze traveler data and suggest optimal ways for travelers to redeem points.

Additionally, travelers can ask the concierge service to change or rebook their plans, redeem miles, process refunds and track luggage.

“Concierge IQ can transform the passenger journey—automating shopping, upgrades and loyalty redemption—so airlines deliver real results and unforgettable experiences,” Garry Wiseman, chief product and technology officer at Sabre, said in a release.

“This technology empowers airlines to harness generative AI for smarter conversions, deeper loyalty and personalized offers, all powered by real-time data.”

In September, Sabre launched its first AI-ready APIs to enable real-time shopping, booking and servicing from AI agents.

BY ABBY CROTTY

PhocusWire

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