How Korean Air uses Google Workspace and Gemini to get "work intelligence" off the ground

Опубликовано 11 февраля 2026, 19:02

Featured in this video: Heejung Choi, CIO, Korean Air
Executive summary: Korean Air is on a mission to become the world’s most loved airline, a vision that requires simplifying operations for more than 20,000 employees. Recognizing that legacy silos hindered collaboration and created a ""culture of reporting,"" the airline turned to Google Workspace and Gemini to build a unified digital infrastructure. By utilizing the full suite of Workspace tools, Korean Air has fundamentally shifted to a ""culture of sharing"". Today, this digital transformation is driving ""work intelligence"" across the organization. With Gemini, leadership now automates the tracking of decisions from back-to-back meetings, while flight and ground crews collaborate instantly on a single platform. Furthermore, by leveraging agentic AI to automate data extraction for the Sky Pass loyalty program, Korean Air has reclaimed time from tedious admin work, allowing its team to focus on their core mission: ensuring flight safety and delivering world-class customer care.

Challenge: Korean Air is on a mission to become the world’s most loved airline, and to do it, the company needed to simplify its operations. The airline’s legacy technology that once worked wonders no longer effectively supported its more than 20,000 employees. Since the tools struggled to scale with the business, the company relied on users relaying information to each other, leading to potential gaps. Critical tasks, such as executive approvals and vital flight communications were disconnected and blocked, and employees’ schedules were overloaded with meetings dedicated to sharing up-to-date information. The airline knew they could close these gaps, better connect their team, and empower employees to focus on providing safe flights and positive customer experiences.

Solution: Korean Air turned to Google Workspace with Gemini to connect its infrastructure and its teams. The airline has built its culture around Workspace, trusting Google Calendar, Chat, and Meet as fundamental parts of day-to-day meetings. By transitioning from multi-version documents to easily shareable links with Google Docs, reviewing and approving documents is easier than ever. With Gemini, everyone at Korean Air has access to generative AI capabilities that operate within the company’s governance-first approach to technology. This shift allows the team to reclaim time from tedious admin work, letting them spend that time delivering value to their coworkers and customers.

Result: With Korean Air’s new “digital backbone"" in place, the airline has fundamentally changed the company from a “culture of reporting” to a “culture of sharing”. Improved connectivity has allowed flight operations and ground crews to collaborate instantly on a single platform to get customers safely on and off the ground. Meanwhile, back office teams have turned back-to-back meetings into an easily accessible source of truth. With Gemini taking notes on Meet calls, busy team members now have quick summaries and to-do lists, which means they can follow up without having to take notes manually. Gemini has also helped the team more directly improve the customer experience for their Sky Pass program. The loyalty program supports “family miles,” and now with Gemini, the airline has introduced an agent that extracts information from family certificates to validate documents quickly to simplify the customer journey.

Highlights and key takeaways from our interview with Heejung Choi, CIO at Korean Air:


→ “Google Workspace has transformed our collaboration by moving us from a culture of reporting to a culture of sharing and connection. It’s allowed flight operations and ground teams to collaborate instantly on a single platform, fostering the deep trust and teamwork needed to serve our passengers better.”

→ “Google Workspace with Gemini has shifted us from being users of tools to orchestrators of AI. This change is enabling continuous innovation for Korean Air.”

→ “Gemini note taking and post-meeting summaries are a massive help for tracking decisions and ensuring follow through without manual effort, especially for leaders like me who have back-to-back meetings all day.”

Google Cloud products used: Google Workspace

Learn more:
Try Google Workspace with Gemini → goo.gle/3TNuJl8

What is Google Workspace → goo.gle/45BsE1W
Set up Google Workspace → goo.gle/4q8r3t1
Subscribe to Google Workspace → goo.gle/GoogleWorkspace

Try Google Workspace with Gemini → goo.gle/45FrVNh
Follow Google Workspace on X → goo.gle/3YpmHS0
Follow Google Workspace on Facebook → goo.gle/4q8cZja
Follow Google Workspace on LinkedIn → goo.gle/49Eqjpw
Follow Google Workspace on Instagram → goo.gle/44Xs4eL
Follow Google Workspace on TikTok → goo.gle/4qijGio
Follow Google Workspace on Threads → goo.gle/4so5XYS

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