From Check-in to the Meta-Universe: Agentic Hal-AI Makes Airline Service Soar

24×7 multimodal assistant converts dialogs into completed processes, milliseconds into loyalty, and data into revenue.

When a passenger opens their phone to check their flight status, Agentic Hal-AI responds — not like a regular chatbot, but like a “digital flight attendant” capable of chatting, resolving issues, and surprising them in real time. Trained in natural language by the Hal-AI Human 360 platform, it masters airline jargon, understands complex contexts, and responds in more than forty languages, without waiting in line.

“When the passenger receives the solution before even experiencing the problem, turbulence turns into loyalty.”

Behind the scenes, SOAP and REST APIs connect the agent directly to corporate systems to issue tickets, reschedule itineraries, release vouchers or update loyalty miles. This means that each interaction ends up ready, audited and recorded, eliminating transfers to human centers.

Multimodal power extends reach: thanks to machine vision, Agentic reads boarding passes, identifies baggage in photos and interprets screenshots of bookings; in seconds it cross-references data, suggests alternatives and sends a new QR Code to the passenger. This reduces queues at the counter and avoids tension at the boarding gate.

In addition to 1-to-1 support, the assistant inherits Meta's “social BI”: campaigns triggered by WhatsApp Cloud reach millions of targeted customers in minutes, offer dynamic upgrades and collect instant feedback — with metrics visible on the corporate dashboard.

Within the operation, Agentic recognizes employee credentials and performs internal tasks: querying aircraft inventory, opening baggage irregularity reports or approving crew accommodation, keeping the entire history for auditing. The result is an ecosystem in which AI, legacy systems and human teams act as a single organism.

More than just reducing costs, Agentic creates new revenue streams. By anticipating needs — from extra baggage to lounge day passes — it offers contextual services at the right time. Internal studies indicate that each autonomous conversation saves up to two minutes of call center time and increases NPS by five points, proving that empathy and automation are not polar opposites.