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Qantas has announced that it will be developing “group-wide AI capability”, which will be used across a number of operations.
So far, the airline has launched a “generative AI assistant for senior corporate teams with tailored training to drive productivity”. However, it said it will be rolling out new AI capabilities over the next 12 months.
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According to ITNews, Qantas said that in that period, the AI rollout will expand beyond corporate training to involve “AI-driven modelling to optimise inflight catering planning and reduce food waste,” and the launch of a “new AI-based procurement contract life cycle management”, which the company will “reduce value leakage.”
An AI assistant will also be rolled out on the Qantas.com website.
Beyond AI, the airline said it would be making a “strategic investment in technology to deliver transformation value”.
A key feature of this technological investment is a continued build of the company’s “cyber capabilities”, something Qantas has been working on since it was affected by a third-party data breach earlier this year.
In July, the airline confirmed that threat actors had stolen customer data after targeting a Qantas call centre, which gave them access to a third-party platform believed to be Salesforce.
“On [30 June], we detected unusual activity on a third-party platform used by a Qantas airline contact centre. We then took immediate steps and contained the system. We can confirm all Qantas systems remain secure,” the Flying Kangaroo said in a statement.
“There are 6 million customers [who] have service records in this platform. We are continuing to investigate the proportion of the data that has been stolen, though we expect it will be significant.
“An initial review has confirmed the data includes some customers’ names, email addresses, phone numbers, birth dates, and frequent flyer numbers.
“Importantly, credit card details, personal financial information and passport details are not held in this system. No frequent flyer accounts were compromised, nor have passwords, PIN numbers or login details been accessed.”
The carrier has also warned of “increased reports of scammers impersonating Qantas” following the incident.
“These scammers are attempting to use the heightened awareness of our situation to entice Qantas customers to click through links or share personal details. This is unfortunately common after incidents like this,” it said on its website.
“There are also a number of scams affecting several Australian organisations that have been reported on in recent months and were occurring before our incident. Some are cyclical based on time of year. These are unrelated to Qantas.
“Our Cyber teams continue to monitor 24/7 to prevent phishing attempts and block fraudulent websites and other communications.”
