Delta Unveils New AI-Assistant in Fly Delta App, Entertainment Upgrades

Delta Air Lines is once again shaking up the industry with the introduction of Delta Concierge, a new artificial intelligence (AI) feature in its Fly Delta app.

The announcement was made during Delta’s keynote at the annual Consumer Electronics Show (CES) in Las Vegas, held at the Las Vegas Sphere, a venue known for its cutting-edge technology.

Delta Concierge, integrated into the Fly Delta app, leverages generative AI to anticipate travelers’ needs in advance, manage potential travel disruptions, and take proactive actions on their behalf. In Las Vegas this week, Delta CEO Ed Bastian described Delta Concierge as an “AI-powered personal assistant” that combines customers’ preferences with the airline’s knowledge and insights.

Initially, Delta Concierge will do things like notify customers about upcoming passport expirations and visa requirements for their destinations. It will also provide directions to bag drop, Delta’s Touchless ID lines, Sky Clubs, and gates upon arrival at airports.

Travelers will interact with the Concierge through plain text or speech, similar to communicating with a travel advisor. As the AI continues to grow, it will enable Delta’s in-flight technology, including seatback screens, to recognize passengers, offer personalized greetings, and cater to their preferences during the journey.

Entertainment additions

Delta’s CES keynote, which also included a new partnership with Uber, came with another announcement about Delta’s onboard technology.

Starting next year, Delta’s in-flight entertainment system will start to become entirely cloud based, a first for the industry. There will also be free access to YouTube Premium and YouTube Music for each passenger onboard. As part of the AI-push with Delta Concierge, Delta is also proimising a new recommendation engine that tailors content to customer preferences “so they can spend less time scrolling and more time enjoying.”

The displays are getting an upgrade, too, with new 4K HDR QLED screens, and a new “Do Not Disturb” mode that’s communicated to the cabin crew, too.

Delta also plans to add Bluetooth to seat-back screens so passengers can pair their own personal devices.