Artificial Intelligence in Aviation: A symbol of ease for Cabin Crews

Updated: Jan 21, 2020

In recent years, the back-end technology powering Artificial Intelligent has improved so significantly that virtually all businesses (over 60% of them in the U.S) and activities of life have enjoyed the benefits of Artificial Intelligence. In fact, it is no longer the question of if Artificial Intelligence could improve our lives but a question of how much more we should expect it to serve us in the nearest future. Businesses and customer relations are now managed with software controlled CRM, autonomous flying cars have been tested and unveiled in the Middle-East to beat persistent traffics, household chores have been done via intelligent robots, and the more and more discoveries as well as development that has rocked artificial intelligence has created ‘Sophia’, a very intelligent robot that speaks and answer questions like humans to a great extent although with certain levels of incoherence. Machines and robots are starting to compete with human intelligence and dragging our jobs with us. This signals that the world is entering a developmental phase where automation (though not a complete system) will be the center stage of all activities. Meccti, a leading aviation recruitment firm in Asia and beyond therefore deemed it fit to discuss few ways with which the positive advancement in robotics and Artificial Intelligence is sure to help cabin crews in the aviation sector.

Improved Customer Relation Management

Customer relation is crucial to any business development and aviation business is not an exemption. However, cabin crews are directly involved with aviation customers (passengers) and therefore their satisfaction as well the company’s income is solely dependent on and directly proportional to their activities. There has been reported AI development cases where other businesses used computerized CRM machines as well customer-facing chatbots to handle incoming leads and enquiries. The same could be used in the aviation setup to assist cabin crews with their works and ensure a greater efficiency. Just like in other businesses where these machines handle inbound leads, cabin crews could set them up as autonomous chat agents in collecting and mining of passengers’ data and thus will help them in relation and interaction processes. These software and machines could be set up to respond to passengers queries and concerns, that cabin crews will have to show up to help passengers only in complicated instances where their physical assistance and presence are seriously needed.

Improved air-crew day-to-day operation

Airports and airlines are starting to realize how massively Artificial Intelligence incorporation to aviation activities might just be the next great thing in the sector. For example, self-driving electric cars are being proposed in the Dubai International Airport to assist the airside crew with the day-to-day running of the airport operations soonest. This is in a bid to retain its status as the world’s busiest airport in terms of patronage in 2016, with major sights set on hitting at least 89 million passengers in 2018. Not just this, they have set other targets including that AI may soon help passengers in picking their onboard meals, airport taxi chauffeur pickup scheduling and providing duty-free shopping guide to passengers. All these including the invention of a solution to transform ways cabin crews are taught are now being developed by the Emirates. Given their reputation in the aviation business, this sends signals that some level of positivity, insight and production knowledge is also to be tapped by other aviation companies in the sector as to what good to expect with AI development with air-crews and airports.

Serving Passengers Personal Attention

Prior to now, airlines are used to creating a singular travel experience for all passengers. Whereas, in most cases, travelers are looking for different experiences along business, vacation, visitation or perhaps tourism line. With AI packages that thus allow aircrews to engage with passengers based on their travel intentions, they are sure to have personalized attention and experience as well receiving relevant contents and packages for their trips. This will go a long way in creating brand loyalty such that airline customers stay true to them. AI technology can also be used to humanize a travel experience with the use of bag tracking system, automated hospitality measures and a composed inflight experience.

Addressing Service Issues

There are no limits to what artificial intelligence can achieve in the aviation world as it has proven to be useful in accounting fronts, customer relation and lots more. It has also been predicted that it would help aircrews to address airline service issues with passengers if the adoption of chatbots and other relevant AI assistance means used in supporting customer service continues. Majorly, communication is considered as one of the complex things to tackle, especially during peak volumes and flight cancellations or delays. AI can also be leveraged on to manage booking and overbooking situations with predictive analysis. It is believed that AI could be used in ensuring that seats are booked and assigned appropriately. Of a truth, no one knows the next thing AI have in stock for us in the future but one thing is certain, it has come to improve and revolutionize air travel experience especially through automated loads of assistance to the cabin crews.

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