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    TCS is here to make a difference through technology.

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      We deliver excellence and create value for customers and communities.

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      30 Apr 2025 TCS Collaborates with SAP to Enable Enterprise-wide GenAI and Cloud Adoption For its Customer
      24 Apr 2025 TCS Sponsored Marathons Generate $2.25 Billion for Local Economies and Spark $279 Million in Donations to Charity; Boosts the TCS Brand Globally
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    What we do
    • Overview Press tab for submenu items

      TCS is here to make a difference through technology.

      Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

      Discover all solutions
    • Industries
      • Banking
      • Capital Markets
      • Consumer Packaged Goods and Distribution
      • Communications, Media, and Information Services
      • Education
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      • ignio™
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      • TCS Intelligent Urban Exchange™
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      • Quartz™ – The Smart Ledgers™
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  • Who we are
    • Overview Press tab for submenu items

      We deliver excellence and create value for customers and communities.

      Our expert, committed team put our shared values into action – every day. With the best talent and the latest technology we help customers turn complexity into opportunities and create meaningful change.

      Discover the difference
    • About Us
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      Extraordinary expertise leads to remarkable results.

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    • Overview Press tab for submenu items

      Want to be a global change-maker? Join our team.

      At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.

      Join us
    • India
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      Find the latest news about TCS in our Newsroom

      Get access to a catalog of the latest news stories from across TCS. Discover our press releases, reports, and company announcements.

      Discover more
    • Press releases

      Recent Press releases

      02 May 2025 IBM, Tata Consultancy Services and Government of Andhra Pradesh to Deploy India’s Largest Quantum Computer in the Country’s First Quantum Valley Tech Park
      30 Apr 2025 TCS Collaborates with SAP to Enable Enterprise-wide GenAI and Cloud Adoption For its Customer
      24 Apr 2025 TCS Sponsored Marathons Generate $2.25 Billion for Local Economies and Spark $279 Million in Donations to Charity; Boosts the TCS Brand Globally
      View all
    • News alerts

      Recent News

      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      23 Apr 2025 TCS Partners with Google Cloud on Agent-to-Agent Interoperability Protocol to Drive Future-Ready Enterprises
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      View all
    • Analyst recognition

      Recent recognitions

      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      17 Apr 2025 TCS BaNCS Named a Leader Among Wealth Management Products by Everest Group
      01 Apr 2025 TCS Positioned as a Leader in Worldwide Discrete Manufacturing Product Lifecycle Management Strategic Consulting Services and Systems Integration by IDC MarketScape
      View all
    • Events

      Upcoming events

      11 Jun 2025 TCS and PTC Present the North America Leadership Forum 2025
      04 Jun 2025 Veeva R&D and Quality Summit: Developing Better Health Outcomes
      19 May 2025 TCS at Sapphire 2025
      View all
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      TCS works hand in hand with world-leading investors.

      Tata Consultancy Services Limited
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    TCS Worldwide
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    • Summit
    • Insights

    From volcanoes to AI using technology to improve air travel

    You have these already downloaded

    We have sent you a copy of the report to your email again.

    When an ash cloud caused travel chaos across Europe seven years ago, KLM’S digital response earnt us a reputation as ‘the social media airline’.

    We now want to use technology to become Europe’s most customer-centric carrier. As our CEO told me recently, IT is no longer just supporting our business, it is our business.

    By investing in emerging technologies, such as artificial intelligence, we intend to be at the forefront of the digital revolution.

    Volcanic chatbots

    KLM’s first foray into putting technology at the heart of the customer experience came in response to a crisis.

    Like many airlines around the world, when the Icelandic volcano, Eyjafjallajökull, erupted in April 2010 we were forced to cancel and delay countless flights.

    Our employees at airports and call centers were inundated with questions from concerned passengers.

    However, unlike most airlines, we used our digital expertise to create a social media-based solution. One of our quick-thinking developers designed automated Twitter bots that provided information on flights and missing luggage.

    The system, which was later also rolled out on Facebook, would find the required information and post it back to the specific customer.

    The response from passengers was extremely positive and we were soon given the nickname of ‘the social media airline’. This is when we started to think differently about the awesome power of tech.

     

    Using AI to predict the future

    Our digital awakening has sparked a number of significant investment projects in the field of AI.

    An initial step was to unveil an Amazon Alexa voice recognition installation at Charles de Gaulle Airport in Paris. This keeps passengers informed while they wait to board their flights.

    AI is also being used to assist customers before they arrive at the airport. The technology generates answers for those contacting our call centers. Not only that, it can learn from human operators who might change an answer before it is given to a customer.

    We are now exploring ways we can use AI to predict what a customer’s next booking will be.

    While this proposition is in its early stages, we hope to soon be able to connect to social media so we can make personalized offers. For example, we might identify a customer who went to a grand prix last year and offer them a deal on flights to an upcoming grand prix location.

    Engineering and maintenance is another important area in terms of AI investment.

    Modern aircraft are basically flying computers. In an A380 there are 25,000 sensors that deliver data, while a Boeing 787 churns out about 500GB of data on an average flight. The key is to ensure this data does not go to waste.

    We are building systems that will be able to predict when an aircraft will require maintenance work. Not only will this help us reduce operating costs, it will also improve our service to customers by minimizing delays.

    .@KLM VP Jos Kerssens says that Business 4.0 will force airlines to change their business processes. #TCSsummit pic.twitter.com/58OTuqt5F4

    — Tata Consultancy Services – Europe (@TCS_Europe) September 15, 2017

    Finding the right tech partner

    We intend to use digital solutions to realize our ambition of becoming the most customer-centric airline in the world. It is imperative our technology partner can support us in achieving this goal.

    Fortunately, we have found the perfect partner in Tata Consultancy Services (TCS).

    The advice provided by TCS has led us to make sound investments that will help us deliver our technology strategy. Through this we have been able to build application programming interfaces (APIs) that enable us to connect with the full range of social platforms.

    We have around 300 TCS employees embedded within our organization. These specialist staff are absolutely crucial in sparking innovation and keeping us up to date on emerging technologies.

    Together with TCS, we have implemented an agile way of working that has enabled our business to really take off.

    By Jos Kerssens, VP, Development Passenger Business, KLM

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