A report by IT firm SITA has revealed that Chinese airlines and airports are adopting artificial intelligence (AI) and automation to offer a hyper-personalized self-service experience to their customers.
SITA 2019 China IT Insights revealed that AI is a key technology attracting investment.
The report states that 88% of Chinese airlines and airports have plans for programs or research involving AI by 2022 and are prioritizing virtual agents and chatbots.
This investment follows the country’s increasing demand for digital services as highlighted by the report, which found that 64% of Chinese passengers request a digital travel concierge.
By 2022, over half of China’s airports plan to incorporate secure single biometric tokens for all touchpoints.
Airlines are also considering the use of self-boarding gates that leverage biometrics with ID. Approximately 60% of the airlines intend to use them.
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