AI Chatbot for Airline
Challenge
Virgin Atlantic needed an easier way for staff to access complex operational information stored across detailed manuals and documentation. Finding the right information quickly was difficult, creating inefficiencies for teams that relied on accurate, up-to-date guidance.
Our thinking
We recommended an AI-powered knowledge bot that could interpret natural language questions and retrieve the most relevant information from existing documentation. Combining semantic search with generative AI would allow users to ask questions conversationally while still grounding responses in trusted internal content.
Execution
Matchbox built an enterprise knowledge bot that connects natural language queries to internal manuals. The solution used Azure Cognitive Search to locate relevant content, Azure OpenAI to generate clear responses, and Microsoft Bot Framework Web Chat to provide an accessible interface.
Outcome
Virgin Atlantic gained a conversational knowledge assistant that makes complex operational information easier and faster for staff to access, improving efficiency and reducing time spent searching through documentation.