The results of the report “Future Trends in information technology for the air transport sector issued by SITA, a specialist in providing IT Services, confirmed that airports and airlines focus on the role of artificial intelligence when applying modern technologies, to increase performance efficiency and improve customer service.
The report indicates that 52% of airlines plan to implement major programs utilizing artificial intelligence within their research and development initiatives over the next three years, while 45% of airports intend to invest in research and development over the next five years.
Over the next three years, 80% of airlines plan to invest in research and development programs focused on forecasting and warning systems, which rely heavily on artificial intelligence, in an effort to mitigate obstacles that affect the passenger experience during flights.
Chatbots have received great attention in the air transport sector, with more than 14% of airlines and 9% of airports using this technology. This technology has been met with a great desire by technology executives to adopt this technology in the coming years, as 68% of airlines and 42% of airports plan to adopt automated chat programs based on artificial intelligence
The "SITA" report also shows that the development of smart applications for mobile devices is one of the main priorities of airlines and airports, as 94% of airlines and 82% of airports plan to implement major programs or research and development projects at this level.
The companies ' main focus is on commercial utilization of mobile device services, as airlines are seeking to increase their direct and additional sales through electronic applications, as well as expecting these companies to double their sales made through mobile device applications to reach 17% of total sales. Bringing all services together in one app to deliver a seamless experience is a 'priority‘ for almost all airlines (94%) and a 'top priority' for more than half of them (58%).
Speaking at the future travel experience conference in Las Vegas, Jim Peters, chief technology officer at Seta, said: “We are aware that travelers prefer to use modern technologies, which will greatly enhance their experience provided that they are user-friendly and appropriately designed.”
He added: "airports and airlines are investing in artificial intelligence software and electronic applications to improve the level of services provided to passengers, enhance sales and provide support to customers, especially in cases of any malfunction “ To achieve this, companies in this sector resort to an ideal combination of inside and outside the companies concerned, combining the experience and knowledge possessed by experts, specifically in the field of aviation, and emerging trends in the field of modern technology.”
In terms of electronic applications, about three-quarters of companies rely on their own developers, while 42% of them also use the services of On-Demand developers or employees of major technology companies. In contrast, 46% of airports develop their applications with their own competencies, while the same percentage rely on external developers.
Airports intend to rely on” chatbots " in several services, such as notifications and airport guides, and they are also seeking to use beacons to help provide location recognition services and others that provide a seamless experience for travelers. Sita's research shows that 40% of airports consider this aspect a "top priority" in the development of electronic applications, while 43% consider it a "priority". Airport officials are aware of the current opportunity to provide useful and relevant services via mobile devices in order to maximize the passenger experience at the airport.
It is noteworthy that the report “Future Trends in information technology for the air transport sector from Sita “is known as the reference research specialized in air transport worldwide, and was prepared with the participation of IT executives in major airlines and airports earlier this year, to provide the research once again a clear picture of the strategic thinking of the air transport sector in the field of Information Technology and the most important developments at this level.