Proceedings of the International Conference on Advances and Applications in Artificial Intelligence (ICAAAI 2025)

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Using Explainable AI FOR Customer Satisfaction and Growth in the Aviation Industry

Authors
R. C. Karpagalakshmi1, *, R. Rajesh Sharma1, Akanksha Jha1, Mannara Goutham Royal1, H. M. Varun1, R. Harinath1, Akey Sungheetha1
1School of Advanced Computing, Alliance University, Anekal, Karnataka, India
*Corresponding author.
Corresponding Author
R. C. Karpagalakshmi
Available Online 22 June 2025.
DOI
10.2991/978-94-6463-738-0_18How to use a DOI?
Keywords
Aviation; environment; flight service; XAI
Abstract

Creating and delivering products that fully meet the expectations, which turn more complicated with time, of the highly competitive environment of flight companies has been and still is a major challenge in the aviation industry as sustainability transformation is getting increasingly dependent on airline customer satisfaction. Now while the current studies deal only with the factors affecting service quality, still a large group of observational researchers have found in-flight service to be inefficient. With regards to revealing a multifaceted picture of what attitudes and behaviours motivate customers, the old methods of collecting data on customers’ degree of satisfaction sometimes leave the job half done. This shows the significance of artificial intelligence (AI), in which interpreting AI models is also mentioned, which is Confirmatory through XAI. Here, AI technology, and particularly XAI, are highlighted as being crucial in comprehending and acting upon emotion and satisfaction levels that are common to customers in the aviation industry.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Advances and Applications in Artificial Intelligence (ICAAAI 2025)
Series
Advances in Intelligent Systems Research
Publication Date
22 June 2025
ISBN
978-94-6463-738-0
ISSN
1951-6851
DOI
10.2991/978-94-6463-738-0_18How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - R. C. Karpagalakshmi
AU  - R. Rajesh Sharma
AU  - Akanksha Jha
AU  - Mannara Goutham Royal
AU  - H. M. Varun
AU  - R. Harinath
AU  - Akey Sungheetha
PY  - 2025
DA  - 2025/06/22
TI  - Using Explainable AI FOR Customer Satisfaction and Growth in the Aviation Industry
BT  - Proceedings of the International Conference on Advances and Applications in Artificial Intelligence (ICAAAI 2025)
PB  - Atlantis Press
SP  - 218
EP  - 228
SN  - 1951-6851
UR  - https://doi.org/10.2991/978-94-6463-738-0_18
DO  - 10.2991/978-94-6463-738-0_18
ID  - Karpagalakshmi2025
ER  -