The aviation industry, especially the commercial aviation sector, is constantly striving to improve both the way it works and its customer satisfaction. It has begun using artificial intelligence. Though AI in the aviation industry is still in the nascent stage, some progress has been made already as certain leading carriers invest in AI. To make a long story short, AI can redefine how the aviation industry goes about its work. In 2017, American Airlines conducted an app development competition ...

The aviation industry, especially the commercial aviation sector, is constantly striving to improve both the way it works and its customer satisfaction. It has begun using artificial intelligence. Though AI in the aviation industry is still in the nascent stage, some progress has been made already as certain leading carriers invest in AI. To make a long story short, AI can redefine how the aviation industry goes about its work.

In 2017, American Airlines conducted an app development competition with the goal of having an app developed for making baggage screening easier for passengers. The competition, named HackWars, was themed upon artificial intelligence, drones and augmented and virtual reality. The winner, known as “Team Avatar,” developed an app that would not only allow passengers determine their baggage size before arriving at the airport, but also prepay any potential baggage-related expenses.

United Airlines is using Amazon’s Alexa to have certain common customer queries answered. In September 2017, United announced a collaboration with Alexa. The feature is known as the United skill. To get started, all passengers need to do is to add the United skill to their Alexa app and then start asking questions. Alexa answers common queries correctly, such as the status of a flight by number, check-in requests and availability of Wi-Fi on a flight. The reviews so far have been mixed, which points to the fact that there is a learning curve, and it is still a long way to go before AI can fully handle customer assistance. Tracking progress is an enormous challenge that airlines will face. The first thing they need to do is to develop analytics that will help them develop and process accurate data.

However, that in itself is a challenge. What kind of analytics will help? For example, customer satisfaction is going to be one of the most important factors in success. What kind of analytics will determine that airlines have been improving on customer satisfaction parameters?

AI needs huge investments, and probably the biggest risk in this is smaller, especially budget airlines are going to miss out on reaping the benefits of AI fully. Does that mean that the performance of the smaller carriers will be impacted? That might not be the case, because we might be moving toward more acquisitions and mergers. Bigger airlines will have a massive appetite for acquiring smaller airlines with an eye on the market. It is not all gloom and doom though, because smaller airlines like Southwest have already shown some initiatives toward embracing AI.

It is surprising that a sector as important as aviation has woken up to AI so late. As AI in aviation picks up its pace, there could probably be a few mergers, acquisitions or even closure of small airlines which will not be able to afford the investments. Now, AI seems the best option to take aviation to the next level.

(Source: https://www.techopedia.com/)

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