The airport's customer experience comes at two levels: the experience provided by the airline and the experience provided by the airport itself. Technology based on artificial intelligence and IoT data is evolving and the airport is expected to significantly increase the delivery of a more satisfying customer experience. At least we hope so.
Earlier this year, the author discussed various possibilities with Mark Gamble, senior director of analytical product marketing at OpenText. Gamble has been working on technology to enhance the customer experience. He works with a large airport in Asia, and his job is to help the airport use cognitive analysis to provide a more satisfying experience for passengers.
Gamble said, "The problem they want to solve is conceptually very simple. We have all encountered the inefficiency of the airport. The escalator is broken. The passengers must climb up with the bag. The passengers go to the toilet and the inside is in a mess, all of which will be reduced. Customer satisfaction."
The airport with which he works, like most airports in the world, is also inefficient due to various problems: long queues, crowds of people, escalators, escalators, and overcrowded toilets. It may not be believed by anyone, but this kind of thing will eventually result in the airport losing millions of dollars in passenger revenue each year. This is so because if an airport provides an unqualified passenger experience and the reputation is not good, passengers will avoid using the airport (the airline that ultimately provides services to passengers will do the same).
Gamble asks a question, "If we build a cognitive system, the system knows that the plane will arrive in advance, knowing which shift passengers the passenger needs to transfer, knowing that the boarding gate of the relevant aircraft should be as close as possible, knowing What happens when dispatching boarding gate personnel, bathroom maintenance personnel, etc. to ensure that everything is smooth and unobstructed?"
The Asian airport he worked with used a cognitive analysis system (owned by OpenText's Magellan platform) to analyze data collected from airport facilities and make real-time or near real-time decisions to reduce or even prevent problems. The Cognitive Analysis System analyzes the flow data collected by the terminal/gateway sensor and the security camera and combines this data with weather data from the control tower and real-time flight arrival data to provide assistance with gate management. For example, automatically open the boarding gate closest to the transit aircraft, dispatch the gate personnel, and inform the relevant staff when to clean the toilet. The actions taken for all decisions are immediate and require no human intervention.
Gamble said that the key to achieving this goal is "listening to the data and intelligently reacting to the data." The cognitive analysis solution combines algorithms and data flows based on the Apache Spark machine learning capabilities.
During the upcoming holidays and the rest of the year, many people will appear in crowded airports, suffering from long queues, missed transit planes, and inability to take a leisurely meal. Information technology and data experts are working hard to make the airport experience more positive, and we know that our hearts will be more secure.
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