Airlines and airport Chief Information Officers (CIOs), including in India, are turning to Artificial Intelligence (AI) to support their customer service, a new report said on Thursday. Over the next three years, 52 percent of airlines plan major AI programmes with 45 percent of airports to invest in research and development in the next five years. Also Read - Realme announces 'D' under its TechLife division; will focus on smart home devicesAlso Read - Sony leading image sensor market, Samsung still trails behind
According to the communications and IT solution provider SITA, airlines are also looking to use technology to minimise the impact of disruption on the passenger experience and their businesses. Over the next three years, 80 percent of them plan to invest in major programmes or R&D into prediction and warning systems which rely heavily on AI, the report said. “Airlines and airports are investing in AI and mobile programmes to make services even better for the passenger, supporting sales and providing customer support, particularly during times of disruption,” Jim Peters, Chief Technology Officer, SITA, said in a statement. Also Read - Instagram uses AI to automatically hide offensive comments
“The industry is using a healthy mix of in-house and outsourced development which will combine expert and industry-specific knowledge with emerging approaches to tech offerings,” Peters added. According to the report, chatbots is another technology that is catching the attention of the industry. Today, 14 percent of airlines and nine percent of airports already use chatbots. By 2020, 68 percent of airlines and 42 percent of airports plan to adopt AI-driven chatbot services. ALSO READ: Artificial Intelligence-driven robots tackle extremist videos better: Google
SITA’s report also shows that mobile app development is a top priority among airlines and airports. “Over the next three years 94 percent of airlines and 82 percent of airports plan major mobile programmes. In fact, airlines expect sales via their mobile apps to double by 2020 and reach 17 percent of their total sales,” the report added. Streamlining services into one single app to deliver a seamless experience is a priority for almost every airline (94 percent) and a high priority for more than half (58 percent).