Fliggy online travel platform owned by Alibaba Group has reported significant advancements in its use of artificial intelligence (AI). In the transportation sector, the average time spent on customer inquiries has been cut by 54.7%, showcasing the practical benefits of AI.
The company’s approach focuses on what it calls the “Three Es” of AI: Efficiency, Experience, and Ecosystem. Over the next three years, Fliggy plans to use AI to improve supply chain performance, better match supply with demand, and cater to individual customer preferences.
- AI for Efficiency: Fliggy has integrated AI into 70% of its coding processes. In the hotel business division, AI tools now support the entire team, leading to smoother operations and increased productivity.
- AI for Experience: Around 10% of Fliggy’s online customer inquiries are now handled by AI. In the transportation sector, AI customer service outperforms human agents with a First Contact Resolution (FCR) rate and customer satisfaction score that are both 7 percentage points higher. AI has also reduced the average time to address inquiries by more than half.
- AI for Ecosystem: Fliggy’s AI tools simplify tasks like product and store management for merchants. For example, travel agencies can now use Fliggy’s AI publishing tool to convert itineraries from Word documents to a ready-to-publish format in just 60 seconds—previously, this process took about an hour. These tools improve listing efficiency by up to 3.5 times and allow for seamless inventory updates within the Fliggy platform.
Fliggy CEO Zhuoran Zhuan shared the company’s vision: “We see the future of travel moving towards omni-intelligent travel agents that offer smart and dependable services. In an industry where supply and service delivery are key, improving supply chain quality and customer satisfaction will remain our focus.”
In the past year, Fliggy has expanded its AI applications across many areas, including supply chain management, customer support, tools for merchants, platform oversight, product development, and destination marketing.
Recently, the company introduced the AI Itinerary Assistant in its app. Powered by DeepSeek-R1 and Alibaba Cloud’s Qwen models, this tool provides instant help with travel planning, activity suggestions, and product choices, making the booking process easier for users.
About Fliggy Online Travel
Fliggy online travel platform owned by Alibaba Group. It connects users with flights, hotels, and travel packages, all in one place. Known for its user-friendly interface, it simplifies bookings and offers great deals.
Fliggy also supports features like visa services and travel insurance, making planning easier. Its focus on Chinese travellers means services and options cater to their needs. With millions of users, it’s a trusted choice for both leisure and business trips.
