AI takes flight

The airline industry is increasingly using AI to enhance operational efficiency and customer satisfaction. AI and automation are changing the industry not just from the air, but also from the ground.

The airline industry has a long and storied history of embracing automation to enhance operations and efficiency. Over the decades, a suite of automated features – from flight operations to aircraft maintenance – have been instrumental in ensuring smooth operations for the sector, all while being a key driver of progress. In fact, automation has been delivering value for passengers, employees and shareholders alike.

Now, AI is poised to write the next chapter in aviation history, reshaping the industry from the ground up. For instance, aircraft manufacturers are using AI-powered software, like ChatGPT, to speed up and improve how they build and maintain aircraft.[i]

Yet, AI’s potential extends far beyond this. But to take full advantage of it, a business first needs to be ‘AI ready’.

Maintaining operations

Before jumping into what it takes to be ‘AI ready’, let’s first dive into what AI can do – and is already doing – for the industry, particularly around maintenance.

Aircraft maintenance is a complex process involving meticulous documentation and processes. Traditionally, airlines relied on reactive maintenance schedules. However, AI-powered predictive maintenance allows them to shift gears, using data to minimize downtime. Moreover, AI assistants can revolutionize this process further by automating the generation of reports about it, freeing up technicians to focus on higher-value maintenance tasks.

Gen AI, for example, can also significantly enhance supply chain management within maintenance and repair functions. By analyzing vast datasets, AI algorithms can predict potential disruptions, optimize inventory levels and ensure a steady supply of essential parts. This proactive approach mitigates risks, reduces costs and ultimately supports uninterrupted aircraft maintenance operations.

Optimizing from the ground

AI arguably shines brightest when it’s combined with automation to streamline and transform back-office operations. Take, for example, the challenge of processing damaged baggage claims from passengers. Traditionally, this often involves passengers submitting illegible handwritten forms or incomplete documentation required for data entry, taking a long time to manually process. By using Optical Character Recognition (OCR) technology, airlines can automate this claims processing, reducing errors and streamlining the experience for both passengers and staff.

Internal departments such as HR and recruitment are other areas ripe for AI-powered automation, as it can be used to help streamline processes like onboarding, screening resumes and scheduling interviews. Other internal processes can also be addressed with AI-powered automation. For example, British Airways faced surging customer requests that its existing infrastructure struggled to keep pace with.

With TQA, the brand implemented intelligent automation to scale capacity and transition into a continuous delivery model. It resulted in increased revenue, improved employee experience and the ability to mitigate seasonal fluctuations – all contributing to a more efficient operation.

Improving customer experience

As mentioned, the impact of AI extends beyond the cockpit, enhancing and optimizing the passenger experience too. It can be harnessed to create intelligent chatbots that transform customer support. These virtual assistants, powered by conversational AI, can handle inquiries 24/7. Unlike traditional chatbots reliant on keywords, these AI-powered systems can interpret natural language and user intent, allowing for a more fluid conversation.

This allows passengers to get answers and resolve issues, from pre-flight inquiries to booking requests, all in a more seamless way. Additionally, internal airline teams can take advantage of conversational AI. Imagine an AI assistant that helps with tasks like booking staff training or processing expense reports, freeing up valuable employee time for more complex issues.

Moreover, AI-enabled check-in kiosks have reduced check-in times by 20%.[i] AI can even improve airline ticket pricing through dynamic pricing models, just by analyzing large amounts of data to adjust prices in real-time based on factors such as demand, competition and customer behavior.

How AI protects the industry

The aviation industry adheres to a stringent set of global regulations, established by entities like the International Civil Aviation Organization (ICAO) and the European Union Aviation Safety Agency. As AI adoption expands, so too must the focus on data security frameworks that align with these regulations.

This includes prioritizing robust data governance measures to safeguard sensitive passenger information, such as names, travel documents and payment details as well as operational data, like flight plans and maintenance records. This ensures that airlines comply with stringent protocols and data privacy regulations.

However, to effectively use AI while adhering to these regulations, airlines must prioritize AI readiness.

Being ‘AI Ready’

While AI offers immense potential, ensuring it’s implemented responsibly and securely is essential. Like the rigorous safety standards that govern aircraft operations, AI implementation must also follow strict guidelines if any organization is to take full advantage of the technology.

With the sheer volume of data the industry deals with, combined with the necessary datasets for AI, airlines must prioritize data management by establishing clear guidelines for data collection and implementing processes to ensure data accuracy and consistency. Automation can be a valuable tool in this process, helping with tasks like data transformation, digitization of unstructured data and data labelling.

Ultimately, it’s about working smarter, not harder. After all, automation is the tireless “body” of operations, executing tasks efficiently. AI, on the other hand, acts as the “brain,” analyzing data and optimizing those processes. Using existing automation infrastructure for AI implementation can be a cost-effective and streamlined approach for those in the aviation industry, paving the way for a smoother transition and a future powered by intelligent automation.

However, airlines must assess their current infrastructure to ensure it can handle the demands of AI. This may include implementing a proof of concept (PoC) first to help identify areas for improvement before making changes haphazardly.

[i] https://gitnux.org/ai-in-the-airline-industry/

[i] https://relevant.software/blog/ai-in-aviation-industry/#Security_and_Screening_Enhancements