Cathay leverages Copilot for Microsoft 365 to move its employees to greater heights

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Cathay has evolved into a premium travel lifestyle brand, offering a wide array of services such as flights, holidays, shopping, dining, and wellness. As Hong Kong’s flagship carrier, Cathay Pacific operates a diverse fleet from its main hub at Hong Kong International Airport. With over seven decades of experience, Cathay remains dedicated to connecting Hong Kong to the world and enhancing travel and cargo experiences through strategic partnerships and new technology.

In line with maintaining Cathay’s reputation as one of the world’s greatest service brands, Cathay has been strategically integrating AI applications across its operations to enhance efficiency and elevate customer experiences. Its dedicated Digital and IT team, which spearheads the organisation’s digital transformation, continually introduces new solutions for colleagues and customers, as well as critical systems that support flight operations. Cathay’s commitment to digital leadership is what drives the organisation to be among the first in Hong Kong to adopt Copilot for Microsoft 365.

Accelerating workflows

By automating routine tasks, Copilot for Microsoft 365 empowers Cathay’s employees to work smarter and free up their time for more strategic, value-adding activities.

Copilot in Microsoft Teams can summarise meeting highlights and action items, streamline communication and ensure that all stakeholders are aligned on priorities and next steps. It can even generate detailed meeting lists that include topics, timings, and attendees, enabling employees to prepare for meetings effectively and minimise scheduling conflicts within teams. Copilot is also able to condense lengthy reports into concise and accurate summaries, which help accelerate decision-making processes.

“Cathay’s mission is to become one of the world’s greatest service brands by transforming into a digital leader. We wanted an AI-powered solution to help our people work smarter, giving them the power, time, and space to focus on value-added tasks,” said Lawrence Fong, Director Digital and IT, Cathay.

Enhancing the synergy between humans and AI

Copilot for Microsoft 365 can generate drafts and summaries that boost efficiency across Cathay’s teams and empower employees to focus on higher-level tasks that demand analysis, strategic planning, and creative thinking. That said, humans will continue to play a critical role, ensuring the accuracy of Copilot’s outputs to maintain quality control, and align generated content with organisational standards and objectives. While AI excels in specific tasks, it cannot replicate the nuanced understanding, empathy, and connection that humans bring to interactions. “It’s like having an AI assistant to help you with your analytical planning and even creative tasks. The tool is called Copilot because humans are still in the driving seat. We’re still the ones in charge,” said Fong.