Azul Linhas Aéreas (Azul) is a low-cost airline based in Brazil, serving destinations domestically and internationally. With the launch of ChatGPT and generative AI, Azul leaders sought to understand how to use technology to innovate, accelerate results and reduce costs. They conducted several studies to validate the new tools and main channels where they’d be used, partnering with Avanade to share challenges and identify possibilities for implementation.

Before launching its gen AI platform, Azul and Avanade initially tested the Microsoft Teams interface. However, after testing, the team determined that its main platform would be webApp, which allows a wider range of interactions, reduction of AI hallucinations and lower costs.

AzulGPT was rolled out to Azul employees (known as “crew members”), first with the IT architecture team, followed by IT, legal and call center teams. Currently, the tool is used primarily to translate materials as well as verify and analyze documents to identify cost savings and optimize by generating text, user-focused responses and IT scripts. The solution was also connected to Azul's data lake, ensuring the data is as accurate as possible. The entire visual language was developed so it is easy to use and understand, incorporating Azul's branding.

AzulGPT has already contributed to an uptick in productivity, processing and data analysis, while abiding by the airline’s security and privacy standards. With roughly 1,700 crew members currently using the system, AzulGPT has allowed users to integrate and exchange information across teams. And, the tool has been important for creating materials, campaigns and forms, reducing the time dedicated to these tasks by up to three days and freeing up time to focus on strategic and creative planning.

Looking ahead, the team aims to implement solutions to generate and interpret images and graphics, as well as voice integration. Azul is also leveraging user feedback to study and adjust prompting, and plans to conduct specialized training for each group using the tool.

As an early innovator with Microsoft in generative AI, Avanade can help you optimize your data and analytics platforms for AI.