Emergent software company LiveTiles (ASX: LVT) has announced a high-profile new venture to develop what it calls an “airline AI bot solution” in conjunction with US computing giant Microsoft.
The deal’s ultimate aim is to implement the efficiencies offered by artificial intelligence technology to improve the functioning of airports.
The duo intends to develop a “Gate Agent Assistant Bot” to target the global commercial airline industry by improving the airline customer experience in terms of reducing waiting times at departure gates and to reduce “stress” suffered by travellers.
LiveTiles revealed that one of the world’s largest airlines has already been signed up as its first customer, to deploy its ‘Gate Agent Assistant Bots’ throughout the US, with more customers expected in the near future, considering that the company is “engaged in commercial discussions with a number of additional parties,” the company said.
The overarching target market is the broader commercial airline industry that’s estimated to be worth around US$834 billion (A$1.17 trillion) on an annual basis.
LiveTiles and Microsoft intend to deploy joint sales and marketing initiatives to capture a growing foothold in the sector by attracting new and existing commercial airline customers of both parties.
Optimising airport space
LiveTiles offers “intelligent workplace software” for commercial, government and education customers with a view to streamlining productivity, collaboration and facilitating better functioning business practices.
According to LiveTiles, its new AI-based development is a customisable chatbot that provides airport staff with an easy-to-use, conversational interface that sources information from existing systems used by airlines.
The bot automates key processes, such as issue escalation and the prefilling of customer data, in order to provide gate agents with the information needed to deliver a faster service in line with airline policies and procedures.
The solution is expected to slash inefficiencies and improve the customer experience by optimising the flow of information between airlines, the airport, staff and the travellers themselves.
“The solution is designed to improve customer service by increasing staff efficiency and reducing wait times in the high volume, high-stress environment at the airport gate,” LiveTiles declared.
“We have a number of major commercial airlines using our solutions, including Virgin Australia who are transforming their intranet with our platform. This new solution, however, will revolutionise the way airlines design their gate process – a real-world use case on how this industry will incorporate AI in their technology to optimise the experience of employees and customers,” said Karl Redenbach, chief executive officer of LiveTiles.
Virgin Australia’s head of employee experience Emma Mehaffey said LiveTiles provides Virgin with the power to create a “one-stop shop” where all their applications can be stored and confirmed that the company is currently working on development projects to ensure other departments are supported by LiveTiles’ technology in due course.
“We are excited that other departments are also moving over to LiveTiles’ technology, ensuring that sharing information between our businesses is going to be easier than ever. When you have a geographically dispersed workforce, a great technology platform is essential,” said Ms Mehaffey.