EXPERIENCE

Based on these opinions, Srinivas proposed eleven recommendations to improve the customer experience:

1. Make seating arrangements more flexible to improve comfort.

2. Automate the disinfection process of the airplane bathrooms.

3. Redesign overhead luggage compartments.

4. Customize the cabin environment through seat height and temperature adjustments.

5. Use analytical models to optimize flight schedules and waiting time between flights.

6. Use an artificial intelligence-based approach to monitor the health of equipment.

7. Introduce a more flexible booking policy (ie no cancellation fees, no change fees, advance information on costs).

8. Provide ticket agents with better task clarifications, performance-based feedback, and tokens of appreciation to improve morale and customer interactions.

9. Install more accurate baggage tracking systems using RFID tags instead of the usual barcode tags.

10. Provide more frequent and automated baggage-related updates to passenger phones.

11. Use biometrics and block chain technology to eliminate the need to present multiple identification documents at multiple checkpoints. This would eliminate the need for passengers to show a boarding pass, passport and ID at each checkpoint.

Srinivas said that airlines can use this information to determine their next steps as a company. According to Srinivas. "It's impossible to hear the voice of every customer and potential customer, especially on the larger airlines, but our software and recommendations will help airlines think about things from the consumer's perspective."

Srinivas was inspired to conduct this investigation by an incident in 2017, in which a United Airlines security representative dragged a passenger off a plane when he refused to leave because the flight was overbooked. United Airlines officials claimed they had picked the passenger at random, but the outrage he sparked in customer comments and on social media was staggering. As a consequence, United Airlines had trouble filtering all customer feedback. Srinivas says that the AI software in this study would allow companies like United Airlines to analyse customer feedback and respond more quickly to problems that arise.

Srinivas has used different versions of artificial intelligence to track customer approval in many different industries, including insurance, tailored clothing, and universities. He says it can also be used to interpret doctors' notes and patients' opinions.

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