Finnair . Airlines
Sisu, a generative AI customer service assistant on the website and in the app
Production
Pilot
Production
Scaled
Killed
Sisu is a generative AI assistant that listens, understands context and respondsFrom the source, 2026-04-28
What happened
Finnair relaunched Sisu in spring 2026 as a generative AI assistant on its website and in the app. It answers in 15 languages, serves 2,000 to 4,000 customers a day, and draws on Finnair's own site and knowledge articles. When a question needs a person, Sisu checks whether an agent is free and passes along the conversation.
Sources
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- Company
- Finnair
- Industry
- Airlines
- Vendor / platform
- Not stated in source
- Type
- Customer-facing agent
- Status
- Production
- Evidence date
- 2026-04-28
- Source
- https://www.finnair.com/en/bluewings/world-of-finnair/meet-finnair-s-ai-customer-service-assistant--sisu-4261942
- Last checked
- 2026-10-21
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.