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EnglishOn July 28, at the "AI Doers" DingTalk session of the 2025 World Artificial Intelligence Conference, Shi Yanping, head of the sales platform business at Shenzhen Airlines, attended and delivered a speech. He shared Shenzhen Airlines' customer-facing AI agent, "Shenhang Feifei," developed on the DingTalk AI platform, and conducted a live demonstration. The AI agent is scheduled to launch on the official Shenzhen Airlines app in September.
Building an Intelligent Travel Companion to Enhance Passenger Experience
As a key member of the Air China Group and the fifth-largest airline in China, Shenzhen Airlines has consistently pursued a "digital pioneer" strategy, aiming to provide passengers with an intelligent, comfortable, and enjoyable travel experience. Through natural language interaction, "Shenhang Feifei" delivers intelligent Q&A, service processing, and personalized recommendations, making it a culturally aware, efficient, and resourceful travel companion designed specifically for passengers.
"Shenhang Feifei" can instantly answer flight-related questions, such as "Can strollers be brought onboard?" "What are the regulations for carrying power banks?" or "How do I take a flight to Suzhou?" It also handles services like flight inquiries, seat selection, check-in, and ticket refunds or changes. In addition, it offers scenario-based intelligent services—for example, during check-in, it recommends seats ideal for viewing sunrises, sunsets, snow-capped mountains, or coastal scenery—and provides personalized travel suggestions based on passenger preferences.
Innovative Technical Architecture Ensures Security and Efficiency
According to Shi Yanping, "Shenhang Feifei" breaks new ground in the industry's traditional understanding of DingTalk applications. It adopts an innovative "logic-and-data separation" architecture and integrates into the Shenzhen Airlines app via native interfaces. While ensuring user privacy and security, it delivers three core functions: intelligent Q&A, service processing, and personalized recommendations. This solution effectively addresses the security risks and fragmented user experience associated with traditional H5 models. Sensitive passenger data remains stored locally on the device throughout the process, and system response times have improved by more than 40%.
Shenzhen Airlines has maintained a long-term, deep partnership with DingTalk. The sales-assist AI agent "Shenhang Xiao Bang," which previously won the DingTalk AI Innovation Award, has provided valuable experience for this project. Moving forward, the two parties will continue to deepen the application of AI in aviation service scenarios.
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