An artificial intelligence (AI) agent is a software program that can interact with its environment, collect data, and use the data to perform self-determined tasks to meet predetermined goals. Humans set goals, but an AI agent independently chooses the best actions it needs to perform to achieve those goals. For example, consider a contact center AI agent that wants to resolves customer queries. The agent will automatically ask the customer different questions, look up information in internal documents, and respond with a solution. Based on the customer responses, it determines if it can resolve the query itself or pass it on to a human.
AI agents are autonomous intelligent systems that perform complex tasks without human intervention. In flight operations, they enable airlines and aviation teams to achieve greater efficiency, safety, and cost savings by handling high-frequency, data-intensive processes.
By delegating repetitive or time-sensitive tasks—such as monitoring real-time weather data, fuel optimization, crew scheduling, and maintenance planning—AI agents free up human teams to focus on strategic decisions and mission-critical responsibilities. This shift not only boosts productivity but also enhances operational resilience and responsiveness.
AI agents simplify and automate intricate aviation workflows through adaptive, intelligent logic that continuously learns and adjusts to dynamic operational conditions—making them essential tools for modern, high-performance flight operations.
An AI agent in travel and hospitality begins by receiving a specific goal—such as improving guest experience, streamlining itinerary management, or optimizing room occupancy. Using this goal, the agent plans a set of tasks that will deliver a relevant and valuable outcome for the user.
It then breaks down the goal into smaller, actionable steps—like monitoring booking trends, adjusting prices, personalizing travel recommendations, or responding to guest inquiries. The agent performs these tasks based on priority and predefined conditions.
With access to real-time data, the AI agent executes tasks in sequence, tracking progress through system feedback and operational logs. As needed, it can dynamically create new tasks—such as rebooking due to flight delays or offering room upgrades—to ensure the original goal is successfully met.