Industry
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Travel and Logistics
Data and AI in Travel Industry for a Memorable Passenger Experience
Highlights
- The smooth functioning of an airline depends on a complex set of time-critical ground and flight processes, flight and cabin crew operations, and customer experience management.
- These data- and effort-intensive activities are highly dependent on close collaborations between various departments, and most of them still require manual interventions.
- TCS Aviana™, a unified, autonomous, and digital airline operation solution, is a cloud-ready platform with high-speed data processing, messaging, and intelligence capabilities to improve operational metrics and empower airline staff to make better decisions.
In this article
Overview
The challenges in aviation and airline operations are broad and deep, involving a complex set of time-critical processes, spanning ground and flight operations, above and below the wing tasks, flight and cabin crew operations, and customer experience management.
In addition, the industry is subject to a lot of uncertainties caused by external factors making it vulnerable to a multitude of elements such as flights getting rescheduled or canceled, causing financial and brand loss besides impacting the customer experience.
As operating models, business priorities, and traveler expectations rapidly change, airlines are well positioned to play a pivotal role in shaping nimble ecosystems built on improved collaboration and interoperability made possible through digital transformation.
TCS Aviana™, an AI-ML-based solution suite, enables such transformations with comprehensive operations visibility, digital collaboration, and augmented decisions through connected insights and intelligence.
Bolstering airline operations
The data- and effort-intensive airline operations are highly dependent on close collaborations between various departments. Although some of these collaborations are automated, many others are still dependent on manual intervention and traditional mechanisms like communicating through walkie-talkies. This is because airline operations are riddled with legacy systems residing in silos and isolated single-function processes, which stand in the way of integration and highly efficient, real-time operations. Even the Integrated Operations Command Center (IOCC), which brings multidisciplinary teams together, lacks a single, unified view of global network operations.
TCS Aviana™ is a unified, autonomous, and digital airline operation solution that can help mitigate operational inefficiencies, cumbersome information access and exchange mechanisms, suboptimal decisions, and their consequences–cost, disruption, and customer dissatisfaction. The foundation of TCS Aviana™ is a cloud-ready new core platform, a digital spine with high-speed data processing, messaging, and intelligence capabilities. It provides users with a unified, connected view of airline operations enabling early visibility of potential operational deviations. It empowers users by predicting critical elements such as estimated flight arrival, departure, and potential misconnects.
Our Solution
TCS Aviana solution suite is powered by the new core platform to aid digital transformation.
The solution suite comprises the following key offerings:
Connected journey suite: This suite enables airlines to enrich customer experience across passenger touchpoints such as airport, lounge, and onboard. It empowers the frontline staff with passengers’ travel history, preferences, and service requests, enabling personalized experiences as well as proactively correcting service deviations.
Smart turn: This solution leverages the internet of things (IoT), machine vision, and AI to provide full visibility of aircraft turnaround operations, improving efficiency and on-time departures.
Smart maintenance: This solution enables early visibility of maintenance operations, digital collaboration, and prognostic capabilities to minimize aircraft-on-ground (AOG) incidents.
Resource uberization: This offering reimagines the management of airline resources. It leverages IoT and machine intelligence to optimize planning based on projected demand, and dynamically allocates resources based on factors such as best fit and proximity.
IOCC discovery and resolve: This offering reimagines the airline network operations command center as a fully integrated and unified digital space. It gives a connected view of flight, ground, and engineering operations for complete digital transformation to improve customer experience and operational efficiencies.
Benefits
TCS Aviana™ helps improve operational efficiency and enhance customer experience by improving operational metrics and empowers airline staff to make better decisions.
The key outcomes include:
Responsive, rather than reactive, airline operations: Timely alerts and contextualized information help respond to operational events faster and more effectively.
Lower employee stress and frustration: Improved collaboration and productivity by providing information that was unavailable earlier.
Faster recovery: In times of disruption, airlines are able to restore normal operations faster, thereby saving cost and minimizing the impact on experience.
Improved on-time performance: Reduction in boarding and turnaround delays, better decisions thanks to real-time situational awareness, comprehensive visibility, and enhanced collaboration.
The TCS Advantage
TCS is uniquely positioned to deliver new-age solutions for the travel and logistics sector.
Accelerate the shift to nimble and resilient operations: Our solution plays a key role in reimagining airline operations, workplace, and customer experience across multiple travel brands. The solution is underpinned by ethnographic research, human-centric design, and field validation.
Seamless experience and accountability: Strategic partnership covering a wider range of services backed up by over 25 years of aviation experience across 35 major airlines.
Best-of-breed ecosystem play enabling continuous innovation: Leverages TCS’ partnership with leading design studios, academia, start-up companies, and established technology players, leading to cutting-edge solutions.
TCS Aviana™ is a unified, autonomous, and digital airline operation solution that can help mitigate operational inefficiencies, cumbersome information access and exchange mechanisms, suboptimal decisions, and their consequences–cost, disruption, and customer dissatisfaction.
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