The aviation industry is undergoing a digital transformation, with artificial intelligence (AI) playing a pivotal role in redefining passenger experiences and operations. AI enables passenger flow monitoring, facial biometrics for seamless check-ins, chatbots for quick query resolution, upgraded bag scanning for enhanced security, and better handling of social media through sentiment analysis. By leveraging AI capabilities like computer vision, natural language processing, and machine learning, airlines can streamline processes, improve safety protocols, offer personalized services, and gain valuable customer insights. To stay competitive and meet evolving customer expectations in the digital era, airlines must embrace AI technologies that are reshaping the entire aviation sector.
The world has gone digital and smart devices, voice recognition, augment reality, Gen AI, and virtual reality are now redefining the aviation sector. To stay digitally relevant in the current time and stay ahead of competitors, airlines need to meet ever-changing customer expectations. Artificial Intelligence (AI) is playing a huge role in transforming airport passenger experience. It is an indispensable tool that is reshaping operations, safety protocols, and personalized services.
AI helps airlines monitor and understand the passenger traffic flow in airports – how many people are entering, where they spend most of their time, queues for check-in, security and immigration process, and more.
With smoother passenger flow, travelers will no longer be required to produce identification documents at airports and various touchpoints. Travelers can enter the airport after feeding their biometric information, passport details, and face ID at kiosks.
AI-powered facial biometrics allows passengers to check in remotely as this system compares travelers’ passport photos with their live faces. This advanced technology enables airlines to manage queues and cut down the lengthy waiting time for passengers.
In this tech-savvy era, customers expect quick responses to their queries. To address the same with traditional tools and channels is difficult for the airlines. AI can be a savior here. With an AI-based omnichannel platform that uses ML, airlines can handle customer requests. Moreover, a bot frees up an agent’s time so that they can focus on difficult customers. Bots can also be used to analyze flight data, look for possible flight alternatives, and notify customers about the same.
Airlines can also use AI-powered bots to reduce the burden on call centres as it offer 24*7 immediate assistance to customers.
Security needs to be given the utmost importance during an airport journey. But often, a long queue for thorough bag checks results in passenger frustration coupled with a concern for passengers who are running late for their flights. Several airports are currently experimenting with AI bag scanning as part of their security procedures.
AI bag scanners use anomaly detection algorithms to flag up prohibited items by analyzing patterns and comparing them to a huge database of threats. The system can point out items that deviate from the norm, suggesting further inspection. This technology eliminates the common errors related to manual security processes and the need for passengers to remove items from the bags, without compromising accuracy and safety. It also unburdens staff members from multiple labor-intensive work which can be used to employ them where they are most required.
Social media is a powerful tool for both businesses as well as customers. However, if not handled well it may tarnish the brand image of the business. Customers often share pleasant or horrible experiences on social channels and expect instant responses to their posts. It is difficult for an airline to respond to every comment. But with AI-powered tools, airlines can analyze customers' sentiments, emotions, and opinions expressed across a large volume of social media posts. It provides powerful insights into how customers perceive their brands, allowing airlines to make the right decision.
In addition, AI can help airlines with:
Are you still unsure how to propel your airline with AI? Connect with our experts to dive deeper and take the first step towards the AI revolution.