Delta this week rolled out a beta version of its new artificial intelligence-powered personal assistant, Delta Concierge.
The tool is being made available through the Fly Delta app for select SkyMiles members. The aim is to gather feedback on Concierge’s performance before eventually expanding access to all SkyMiles customers, airline officials said.
Concierge appears as a widget icon in the upper right corner of the Fly Delta app’s home screen. It can answer real-time questions, including inquiries about flight times and seating, and helps users track their bags and loyalty benefits.
The personal assistant is designed to complement, not replace, human employees, the carrier said, and if there is a question Concierge cannot answer, it will connect customers with Delta’s reservations and customer care team.
“We want Delta Concierge to feel personal, like an extension of the care and service our Delta team members are known for,” Eric Phillips, Delta’s chief digital officer, said in a news release. “As customers begin to get access, we want to hear their feedback. This limited rollout helps us learn and refine, so together we can deliver a smarter, more seamless, and deeply personalized travel experience.”
Delta plans to test Concierge in beta form for the next several months, gradually expanding access and functionality. Additional features will come online through 2026, the carrier said.
Delta has made significant investments in AI in recent years. Over the summer, the airline revealed that it will use the technology to help set online ticket prices, in a move away from set fares. Its goal is to have about 20% of domestic ticket sales priced by AI by the end of the year.
