TCS Adaptive Airports – Connected Traveller
Empowering airports to enhance business outcomes
Industry
Travel and Logistics
Data and AI in Travel Industry for a Memorable Passenger Experience
HIGHLIGHTS
- The aviation industry has been grappling with mounting uncertainties, dynamic operational demands, siloed ways of working, and continued economic challenges.
- These challenges stem from revenue lag or shortfall, rising operational costs, and decarbonisation mandates, among others.
- Improving all these challenges demands a nuanced approach that focuses on maximising stakeholder experiences and economic outcomes.
- Airports are increasingly looking to transform themselves as an experience enabler through proactive personalised engagement with travellers to influence their perception of the airport brand and foster loyalty towards it.
- TCS Adaptive Airports — Connected Traveller is an artificial intelligence (AI)-first solution that empowers airports and their ecosystem partners with intelligent insights and agility to build customer-centric operations and positively influence the Net Promoter Score (NPS).
Overview
The global aviation industry is facing multiple challenges.
It is, therefore, crucial for airports to evolve operating models and strategies to differentiate themselves and emerge as a preferred choice for travel. To achieve this, they will have to continuously understand and respond to traveller needs while delivering a seamless, consistent, and contextual experience every time.
Key challenges that airports face:
- Air travel continues to be a stressful affair, especially for first-time and infrequent travellers, since there is a lack of real-time information on the journey, contextual information on the touchpoints at the airport, and likely impact of irregular operational situations.
- The aviation ecosystem is siloed, with pockets of information resting with different stakeholders and information sharing being a cumbersome, manual, intensive effort, resulting in suboptimal decision-making and business outcomes.
Globally, airports are increasingly focused on transforming themselves from large infrastructure providers to orchestrators of experience to stay relevant to their customers’ needs. TCS Adaptive Airports — Connected Traveller is a cutting-edge artificial intelligence (AI)-powered solution, designed to address these challenges by enabling proactive interventions through enhanced situational awareness, contextual orchestration across stakeholders, and delivering actionable intelligence. By aligning the goals of the airport, workforce, travellers, and partners, TCS Adaptive Airports — Connected Traveller empowers airports with an AI-powered solution that delivers enhanced stakeholder experience.
Solution
It is imperative that airports are empowered with AI-powered orchestration capabilities for delivering seamless journeys and resilient operations in the face of mounting business challenges.
Through its advanced AI-first insights and decision support, TCS Adaptive Airports — Connected Traveller empowers enterprises to make informed decisions that are aligned to their business priorities and goals, thus enhancing operational efficiencies, delivering a consistent customer experience, and driving sustainable growth.
It brings together three core solution capabilities to help airports:
This helps showcase the offerings of the airport and its ecosystem partners to travellers at the right time within their journey. It facilitates travellers’ journey, optimises the journey, and reduces wait times across various touchpoints at the airport. Ecosystem partners within the journey and their products and offerings—ground transport providers, for example, offering trips to and from airports; retail, food, and beverage outlets; experience providers at the airport; and hotel providers at the destination—are showcased to travellers.
It helps airports with real-time monitoring of key business entities such as passengers within the airport terminal, leveraging people detection, people counting, and crowd management; monitoring queue lengths in real time; and providing alerts to respective stakeholders in case of threshold breaches so that appropriate actions can be taken. It enables anomaly detection, tracking of deviations from business-configured rules and values, and delivering predictive insights by unifying real-time operational information along with advanced simulation capabilities. This enables proactive AI-powered decision-making for airport operations teams by sharing timely insights and recommendations with stakeholders to enhance the overall airport experience.
Data-driven capabilities to help airport stakeholders plan and simulate various disruption scenarios and guide them to decide on the next-best course of action based on parameters of importance, adopting a structured, data-driven approach to decision-making. This helps airports respond better to emerging disruptions such as weather, runway, and terminal-related issues by planning and simulating various ‘what-if’ and ‘if-what’ scenarios and arriving at the best course of action.
Together, these pillars enable airports to be operationally efficient, resilient, and traveller focused—transforming challenges into opportunities for growth and customer satisfaction.
Benefits
TCS Adaptive Airports — Connected Traveller is a strategic enabler that drives traveller engagement, operational efficiencies, strengthens resilience, unlocks growth opportunities, and ensures long-term competitiveness for the aviation industry.
- Better understanding of passengers: Increases the ability of airports to engage with travellers and understand their needs better, to serve them curated and personalised experiences
- Responsive and resilient operations: Provides enhanced situational awareness during the day of operations, allowing teams to monitor and proactively manage operational deviations as they unfold
- Enhanced disruption management capabilities: Through predictive intelligence, helps enterprises shift from firefighting to proactive planning, adopting simulation and structured data-driven decision techniques, minimising downtime and reputational risk
- Enhance non-aeronautical revenues: Provides a solution for airports and their partners to showcase relevant offerings and provide opportunities for cross-selling and upselling, enhancing revenue prospects
- Future-proof solution architecture: Modular, scalable, cloud-ready, AI-driven solution with business self-service capabilities to enhance the competitive edge of aviation players in a rapidly evolving aviation market.
The TCS advantage
TCS is uniquely positioned to deliver new-age solutions for the travel and logistics sector.
- Enhance business outcomes: Our expertise and capabilities reimagine aviation operations, optimise workforce management, and transform customer experience across leading aviation brands. They are built on ethnographic research, human-centric design, deep domain expertise and relevant field validation.
- Delivering seamless experience with accountability: As a strategic partner, TCS brings over 30 years of aviation expertise and proven delivery for 45 major aviation players across the globe, including airlines, airports and ground handlers.
- Driving continuous innovation through ecosystem collaboration: By leveraging partnerships with design studios, academia, new-age start-ups, and global technology leaders, TCS creates best-in-class capabilities and competencies that keep aviation brands future-ready.