Qatar Airways has introduced a virtual flight attendant known as Sama 2.0, a digital human cabin crew member who can assist customers at airports and onboard planes. Using AI technology, customers can interact with Sama through their phones or the Qatar app, with Sama responding on a large kiosk-like screen. The airline claims that Sama is the first AI-powered customer assistance of its kind and is also accessible through Qatar’s metaverse, the Qverse.
According to statements from the airline and developer UneeQ, Sama is designed to blend technology with empathy and personalization to provide engaging interactions that mirror human conversation. The virtual cabin crew member learns from customer behavior through visual interactions to assist passengers in creating curated travel experiences. Customers can utilize Sama through Qatar’s Qverse platform, where the virtual assistant can guide passengers through 3D-mapped renderings of airports and answer travel-related questions in real time.
Currently, Sama is only able to communicate in English, but the airline plans to expand its language capabilities to include Arabic and other languages later this year. Qatar Airways’ Marketing Vice President Babar Rahman believes that the introduction of Sama represents a significant step forward in combining technology with human connection, not only for the airline but for the industry as a whole. He emphasizes that the interactions with Sama will be approachable and friendly, providing a unique and personalized experience for customers.
At the recent ITB Berlin trade show, Qatar Airways demonstrated the capabilities of Sama 2.0, showcasing how customers can interact with the virtual flight attendant for assistance. By integrating AI technology with empathy and personalization, Sama aims to provide customers with a seamless and engaging experience during their travel. The virtual assistant can offer guidance on various travel-related queries, making it easier for passengers to navigate airports and obtain information in real time.
The development of Sama 2.0 reflects Qatar Airways’ commitment to innovation and enhancing customer service through technology. By leveraging AI-powered solutions, the airline aims to provide a more personalized and efficient experience for travelers, guiding them through their journey from pre-flight preparations to onboard assistance. As the first AI-powered customer assistance of its kind, Sama represents a significant advancement in the aviation industry, paving the way for more innovative solutions to improve the passenger experience.
Overall, Qatar Airways’ introduction of Sama 2.0 demonstrates the potential of AI technology to revolutionize customer service in the airline industry. By incorporating virtual flight attendants like Sama into their operations, airlines can offer more personalized and interactive experiences for customers, enhancing their overall travel experience. As Sama continues to evolve and expand its language capabilities, it has the potential to become a valuable asset for both Qatar Airways and the aviation industry as a whole, setting a new standard for customer assistance and engagement in the digital age.
