SITA: Airport and airline prioritize AI tech to enhance customer service
SITA finds that 52% of airlines plan to research and develop or deploy major AI projects over the next three years and 45% of airports will research and develop AI projects over the next five years.
SITA’s 2017 Air Transport IT Trends Insights Report shows that airlines and airports are increasingly embracing artificial intelligence (AI) technology to support their customer service platforms, especially to address high volumes during times of disruption.
The SITA study shows a continued growth trend in IT spending by airlines, projected as $24.3 billion for 2017 compared to $21.9bn in 2016.
Airport IT spending is projected to significantly increase, after a slight dip last year, and is projected to reach $8.43bn in 2017.
The top IT spending priority for both airlines and airports is cybersecurity with 95% of airlines planning major cyber security programs or Research and Development over the next three years. SITA reports that 96% of airports surveyed plan to invest cybersecurity initiatives over the next three years.
During the same period, 52% of airlines plan to research and develop or deploy major AI projects and 45% of airports will research and develop AI projects over the next five years.
SITA also finds that 14% of airlines and 9% of airports are using chatbots today, while projecting that 68% of airlines and 42% of airports will adopt AI-driven chat bot services by 2020.
Airports primarily aim to use for chatbots for notifications and airport guides. They will use beacons and sensors to support context and location-aware services.
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