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AI-Powered Ingredients to Enhance Airline Customer Experience in 2022

AI Blog AviationReport
Experience is Everything—human or mechanical. But Get it Right.

"AI's potential doesn't solely lie in its ability to improve business efficiency. Rather it lies in its ability to bridge the gap between businesses and customers. AI-powered communications enable for surged personalized and strengthening of information, stimulating customer trust and customer experiences."

- Kevin Gosschalk, CEO, Arkose Labs, in a conversation with Media 7.

Whether you make payments with a single tap in apps, ask Alexa to instruct in your smartphones, select Google assistance to find flights, or connect to airline companies, digital transformation is omnipresent. So, the appreciation comes naturally for how today's digital atmosphere transforms and affects our lives in every way.

Yes, you heard that right!

Using Google assistance to find flights is not the new way the industry uses AI. Instead, it has enhanced its way of AI usage into its process and operations. Like other businesses, aviation businesses are catching up well in using data and technology. With the help of these, they now create more compelling and prompter customer experiences.

The developments and revenues in the global aviation industry are skyrocketing. The industry expects almost 8.2 billion passengers to fly around the world by 2037. The rising numbers are because of digital transformation. The most interesting thing is aviation now has to manage high expectations of digital-savvy customers. It will be even more interesting now!

Before the blog breaks into discussing the futuristic airline customer experience, let's look at the flashback of the past customer experience scenarios (challenges) that prevailed in the airline industry.


Past Customer Experience Scenario in Airline

The aviation industry in 2018 recorded 4.4 billion passengers flying around the world. Furthermore, according to the IATA reports, the count is anticipated to reach 8.2 billion by 2037. But the industry is increasingly lacking behind in customer experience.

Complex booking procedures and missing out on the best flight offers because of complex app/website navigation and other potential customer services are issues raised in air travel today. Apart from this, customers also raise concerns over inflight infotainment systems. The systems merely do their job. Therefore, as many airport terminals are still empty, customer service representatives are working harder to overcome such issues.

As the industry has stepped into the fourth industrial revolution, AI rewards the best experiences for travels and other airline customer services. Now, airline marketers can find diverse AI-based digital solutions to sail through the cloud. And the findings are quite remarkable.

Let's come to the part where you will know how AI is helping the aviation industry scale its customer services.


How Can AI Enrich Airline and Scale Customer Services?

Airlines that leverage AI customer experience have had a significant advantage during the pandemic time. Their insights have been put into enriching the entire aviation business. Let's understand the 'how.'


Get Multiple Output in Seconds

When the demand for air fly rise, offering immediate services for customer handling teams becomes stressful. However, with AI, instances like this get a perfect solution.

AI can handle an infinite number of customers' demands at once. By leveraging AI-based digital solutions, you can scale up fulfilling airline operations in seconds. As a result, teams in your firm can easily diminish the increased demand for services and serve remarkable customer experience.

The benefit of AI can also be seen crosswise support channels. For instance, WestJet's ticket volume surged by 71% on Facebook Messenger and WhatsApp during the beginning weeks of COVID-19 disruption in North America. However, the airline kept its response time low as its virtual agent Juliet ultimately resolved 87% of tickets.


Identity New and Trending Issues

Aviation is an industry of challenges. Issues and obstacles keep knocking on the door of airline companies. In such cases, AI informs if there are any trending issues over channels. For example, during the COVID-19 outbreak, new onboard safety issues and questions towards social distancing surfaced for the first time. However, airlines have never come through about social distancing. So, by leveraging AI, they created a responsive plan for customers. They communicated the same through AI-enabled solutions on websites and applications.

In response to the coronavirus, Gartner suggests that companies should use chatbots in digital channels to focus on the most ordinarily asked questions to give solutions for customers.


Feedback Analysis

Air travel can be stressful at times, even for frequent and experienced travelers. For example, it could be passport-related or booking tickets, baggage checks, ticket prints, arrivals, departures, seat assistance, etc.

So, by analysis of data, artificial intelligence in customer experience learns about these pain points of airports and flight experiences. In this way, customer experience can be improved and enhanced simultaneously.

Then comes feedback. Using AI for feedback analysis, airlines can research the market. It can make informed decisions related to processes and operations. 

"AI systems can quickly allow airlines to discover opportunities to intervene in the customer journey and turn a miserable experience into a delightful one. It also allows companies to respond faster in a synchronized and regulated way that is uniform with the business's values. Ultimately, we want to understand how an airline can fascinate a customer as well as where there is an abrasion in the customer journey and figure out how to fix it,"

- CEO of PureStrategy Inc. Briana Brownell

Briana highlights the growing relevance of natural language used in AI. Understanding technology in the processing and analysis of customer experience data thus allows businesses to explore the customer journey in their own words.

For example, ANIE, an AI assistance, can help customers find, book, and pay for flights.


Effective Communication

The speed of responsive communication to customer queries is highly considered to resolve issues. For example, airport issues like flight delays or baggage loss crop up quite often throwing. As a result, travelers usually get into a state of nervousness. However, when they do not get a response or explanation to their problems, they start considering other airlines for their future trips.

In these cases, AI software deployment can speed up and simplify services, automatically enhancing airline customer experience. In addition, effective customer emails with exact information can also solve significant issues and streamline employees' workflow using natural text.

Another way to automate and improve airline customer experience is chatbot development. Today, many airlines enhance their customer support with AI-powered chatbots on their websites and mobile applications.

The Business Insider’s research report says that by 2022, over 80% of airline businesses are likely to have chatbot automation implemented in operations.

These chatbots help passengers with bookings, managing flight schedules, and updating customers about general flight information. In addition, they can post queries and other types of assistance to get quick responses.

Self-Services at Airports

Easy self-check-ins, ticket booths, and overall communication (from booking to destination arrival) add to the comprehensive AI-based digital solutions.

The pandemic forced the aviation industry to witness the extraordinary rise of numerous contactless technologies. So, airports are now more focused on providing self-services for customers. These include contactless payments, luggage checks, robotic assistance for queries, and more like these.

Self-service systems in airports are critical automated systems. AI technology is installed to automate passenger journeys without any hurdles.

Today, airline companies and airports implement an end-to-end solution using artificial intelligence in customer experience to facilitate smooth passenger air travel and operations. In case of point, Delta Airlines, one of the world's largest global airlines, uses intelligent systems such as Fly to Gate by Thales. The system works with biometrics technology. The employees use it for the document scanning process to recognize and verify passengers at security checks.

Such technology reduces passenger check-in time and improves customer experience.


Future of AI Customer Experience in Airline Industry

There are many shreds of evidence that customers increasingly want a personal touch with their communications. They adore personalized services. Even airline companies are seeking profound connections with their customers. And this is the right time to act by offering personalized customer experiences.

Today, AI makes it possible for the entire airline industry to enhance customer experience with automation, provide self-service solutions, ensure safe air travel, and more. Technology is a powerful tool for airlines to make informed decisions that they couldn't take in the past few years. Now airlines can make decisions faster on essential decisions such as on pricing of tickets by analyzing data, enabling secure authentication of customers than before.

Ultimately, the success of artificial intelligence in customer experience is driven by having a deep understanding of different customer segments. By harnessing the power of conversational AI, airline businesses can improve their ROI, nurture long-term customer relationships, metrics being the core elements.

Frequently Asked Questions

How can airline companies improve their customer experience?

To improve customer experience, airline companies can follow these ways:
  • Focus on knowing the target audience
  • Meet unique and specific customer needs
  • Keep customers engaged on social media platforms
  • Make smart customer-targeted decisions
  • Be responsive towards customers


How does AI play its role in aviation concerning customer experiences these days?

AI plays a crucial role in helping customers in aviation to find the correct information more efficiently. It actively helps analyze customers' data and recommend services based on their browsing preferences about flights.


How does AI improve customer experience?

AI enables the power to strengthen customer engagement, encourage activities, and improve customer retention. Although not a replacement for human beings, it does help increase the efficiency of serving — like answering frequently asked questions, providing the correct information, and being available 24*7.

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Compatible with a wide variety of metal, leather, nylon and silicone QuickFit™ bands, the D2 Mach 1 Pro can be styled for every type of event, whether it's a workout at the gym or a night on the town. Premium aviation features on your wrist The D2 Mach 1 Pro includes all the preflight, in-flight and postflight features pilots have come to know and trust from the D2 series, including a worldwide aeronautical database, HSI, Direct-to and moving map — all available without a phone connection. Pilots can stay informed with easy access to NEXRAD3, METARs, TAFs and MOS4 weather reports — alongside custom weather alerts as well as non-weather alerts like time, distance, altitude and a fuel timer. Utilize the wrist-based Pulse Ox sensor5 to monitor blood oxygen levels and barometric altimeter for altitude alerts. And in case of an engine-related issue, the D2 Mach 1 Pro can show the best glide speed, estimated glide distance and glide time, along with a bearing pointer to the nearest airport and a list of alternate airports. Flight logging is a breeze with the D2 Mach 1 Pro, which automatically starts tracking flights on takeoff, then automatically transfers the date, duration, total flight time and route to the user's flyGarmin.com logbook3. Pilots can connect with the Garmin Pilot™ app to seamlessly transfer flight plans to the watch and view the list of waypoints included in their route. Additionally, for pilots operating a PlaneSync™-equipped aircraft, the D2 Mach 1 Pro can be used to access the aircraft dashboard to view status information6 including fuel, electrical, database and location information while away from the aircraft. Customized fitness With dozens of built-in sports apps – including new team sport activities like football, baseball, softball and more – D2 Mach 1 Pro provides data and insights for many passions. Whether working out at a gym or in the comfort of one's home, the D2 Mach 1 Pro tracks activities like strength, cardio, indoor rowing, stair stepping, yoga and HIIT. Users can also take advantage of daily workout suggestions or follow animated cardio, strength, yoga and Pilates workouts right on their watch screen. For those exploring the great outdoors, they can keep track of adventures like hiking, mountain biking, skiing, snowboarding, surfing, whitewater rafting and more. Around-the-clock wearability The D2 Mach 1 Pro is designed for all-day wear and includes advanced health and wellness tools, as well as a suite of smart features to keep users connected while on the go. Loaded with 24/7 health monitoring features, the D2 Mach 1 Pro includes Body Battery™ energy monitoring, all-day stress tracking, jet lag advisor, advanced sleep monitoring and sleep score, and more. Packed with connected features, the D2 Mach 1 Pro lets users receive smart notifications3; download songs from Spotify®, Deezer or Amazon Music7 for phone-free listening; check their calendar; breeze through checkout lines with Garmin Pay™ contactless payments8; and more. Like all Garmin smartwatches, the D2 Mach 1 Pro can be used with either Android or Apple® smartphones. Available now, the D2 Mach 1 Pro includes a vented titanium bracelet with carbon gray DLC coating as well as a black silicone band for a suggested retail price of $1399.99. Garmin products and services have revolutionized flight and become essential to the lives of pilots and aircraft owners and operators around the world. A leading provider of solutions to general aviation, business aviation, rotorcraft, advanced air mobility, government and defense, and commercial air carrier customers, Garmin believes every day is an opportunity to innovate. Recipient of the prestigious Robert J. Collier Trophy for Garmin Autoland, Garmin developed the world's first certified autonomous system that activates during an emergency to control and land an aircraft without human intervention. Visit the Garmin Newsroom, email our media team, connect with @garminaviation on social, or follow our blog. Battery life based on D2 Mach 1 Pro when smartwatch mode is enabled. The ECG app is only available when paired with a smartphone with the latest version of the Garmin Connect smartphone app. The ECG app is not available in all regions; see Garmin.com/ECG for availability. The ECG app is not intended for use by people under 22 years old. With the ECG app, this device is capable of generating an ECG similar to a single-lead electrocardiogram. When paired with a compatible smartphone, with a data connection, and in range of Bluetooth technology. U.S. airports only This is not a medical device and is not intended for use in the diagnosis or monitoring of any medical condition; see Garmin.com/ataccuracy. Pulse Ox is not available in all countries. Remote aircraft status requires active PlaneSync subscription. User's smart device must have internet connectivity. Feature is available on-ground only and requires GDL 60 to have LTE connectivity; signal strength and other factors may apply. See Garmin.com/PlaneSyncCoverage for coverage details. May require premium subscription by a third-party music provider View current supported country, payment network and issuing bank information at Garmin.com/GarminPay/Banks.

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Aviation Technology

Archer Closes Previously-Announced Financing and Development Agreements to Complete World’s Highest-Volume eVTOL Aircraft Manufacturing Facility

Business Wire | October 12, 2023

Archer Aviation Inc. a leader in electric vertical takeoff and landing (eVTOL) aircraft, today announced that it has closed agreements with Synovus Bank and Evans General Contractors, LLC for the financing and development of its high-volume manufacturing facility in Covington, Georgia. Construction is already underway on the first phase of the Covington facility build out of approximately 350,000 square feet to support production of up to 650 aircraft per year, which would make it the world’s largest eVTOL aircraft manufacturing facility by volume. Archer expects to produce the highest volume of eVTOL aircraft while bearing a dramatically lower manufacturing capital cost than projects announced by competitors in the industry. Today’s announcement secures at least $65 million in financing which represents a substantial majority of the cost of construction for the first phase of Archer’s eVTOL manufacturing facility. In conjunction with previously announced incentives from the state of Georgia and Archer’s partnership with Stellantis, today’s announcement advances the company’s strategy of creating the most capital efficient path to scaled manufacturing. This is also possible due to Archer’s business strategy of partnering with top tier aerospace suppliers, like Honeywell and Safran, for a majority of Midnight’s components, streamlining the manufacturing and assembly process dramatically while allowing for a facility that is set to achieve high volumes of output. Phase one of Archer’s high-volume manufacturing facility is on target to be completed in 2024 ahead of Midnight’s planned entry into service in 2025. Phase two of the facility provides the capability to expand the operation to approximately 900,000 square feet to support long-term production targets of over 2,000 aircraft per year. “The ability to manufacture eVTOL aircraft at scale is critical to building a successful business in this industry and Archer continues to maintain a significant lead on this front. Today, we’re taking another major step forward on our manufacturing buildout by securing a design-build agreement and financing agreement for the world’s first, and largest by volume, eVTOL manufacturing facility,” said Adam Goldstein, Archer’s Founder and CEO. “Consistent with our capital efficient strategy of getting to commercialization, we’ve achieved attractive terms on the project. These agreements, along with our already strong partnership with Stellantis, give us the flexibility to ramp up our capacity and become the leading scale manufacturer of eVTOL aircraft in the world.” Archer has selected Synovus Bank and Evans General Contractors, LLC, respectively, as its financing and development partners. In selecting its partners for the Covington project, Archer considered a range of companies with expertise in high-volume manufacturing facilities in the southeast United States. Goldstein added, “We are committed long-term partners to the community in Covington, Georgia, and we are thrilled to be working with companies who share our vision of having the world’s leading, state-of-the-art eVTOL manufacturing facility right here in the United States.” Archer’s goal is to transform urban travel, replacing 60-90 minute commutes by car, with estimated 10-20 minute electric aircraft flights that are safe, sustainable, low noise and cost competitive with ground transportation. Archer’s Midnight is a piloted, four passenger aircraft designed to perform rapid back-to-back flights with minimal charge time in between flights. Archer’s Midnight aircraft will be manufactured at the company’s high-volume manufacturing facility in Covington, GA before being deployed to different customers and markets in the U.S. and abroad. About Archer Archer is designing and developing electric vertical takeoff and landing aircraft for use in urban air mobility networks. Archer’s mission is to unlock the skies, freeing everyone to reimagine how they move and spend time. Archer's team is based in Santa Clara, CA.

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