Finnair Launches Sisu AI Chat to Speed Up Travel Queries

Finnair has relaunched its AI assistant, Sisu, on the airline’s website and mobile app. The updated version understands natural language, follows the context of a conversation and replies in 15 languages. Built on generative AI, it draws answers from Finnair’s website and internal knowledge base, offering quicker and more relevant responses than earlier chatbot versions.

Sisu currently supports between 2,000 and 4,000 users each day. It helps with common questions about bookings, baggage and onboard services. According to the airline, many users receive the information they need without being transferred to a human agent, which reduces waiting times and eases pressure on customer support teams.

Unlike older chatbots that rely on fixed scripts, Sisu responds to how people actually write. It can handle longer or loosely phrased questions and pick out the key details. If a request cannot be resolved automatically, it connects the user to an agent and passes on the conversation, so there is no need to start again.

What Sisu Helps With

• booking questions
• baggage rules and allowances
• onboard services
• account-related requests handled by support teams

Access to routine travel information becomes quicker, particularly at busy times. Instead of searching through several pages, travellers can get answers while planning connections via Helsinki or preparing for longer trips, without waiting in a support queue.

The update also changes how basic support is handled day to day. Simple requests are resolved faster, which reduces waiting times. This means support teams deal with fewer routine questions and spend more time on issues that actually need their input. In many cases, Sisu is now the first place people go when they need help.