人工智能有望重塑航空旅行中的乘客通讯方式
内容总结：
谷歌云赞助研究显示，生成式人工智能在航空领域的应用正重塑旅客服务体验。随着全球航空客运量持续增长，传统服务模式已难以满足旅客对实时精准信息的需求。人工智能通过以下方式有效破解行业痛点：
智能客服系统可同时处理数千次问询，将航班动态、登机口信息等常见问题的响应时间缩短至秒级，显著降低人工柜台排队率。其24小时多语言服务覆盖聊天机器人、自助终端等数字渠道，使工作人员能专注于复杂个案处理。
基于实时数据的主动个性化服务成为可能。系统能根据旅客行程智能推荐贵宾厅、餐饮及零售优惠，将航班延误等场景转化为消费机会。数据显示这种精准营销既能提升机场非航空收入，又能改善旅客体验。
实现这些功能需打破航空公司与机场间的数据壁垒。通过整合全旅程信息流，人工智能可提供协调一致的航班变更解决方案，涵盖改签、地面交通等环节，构建类似行李系统的基础设施级服务保障。
业内专家指出，人工智能不仅通过标准化服务提升运营效率，更通过预测性服务增强旅客忠诚度。随着技术成熟，智能系统有望成为航空业应对客流压力的核心解决方案，推动行业向智能化服务转型。
中文翻译：
由谷歌云赞助
如何选择首个生成式AI应用场景
开启生成式AI之旅时，应首先关注能够提升人类信息交互体验的领域
重塑机场与航司信息服务体验
全球机场正面临巨大压力。旅行需求持续增长未见放缓，运营能力捉襟见肘，传统客服模式的局限性日益凸显。乘客期望通过首选数字渠道随时随地获取精准的即时信息，但依靠传统方法大规模满足这些需求不仅成本高昂，更难以持续。
这正是人工智能能够快速创造价值的领域——通过解决机场和航司日常面临的实际问题赋能行业。
智能通信系统通过自动化处理常见问询（航班状态、登机口信息、航站楼服务），有效缓解运营瓶颈。系统可在数秒内同时响应数千次交互，减少排队现象，让人工客服能专注于处理复杂个案。在客流高峰时段，AI助力机场维持服务品质，而无需同比增加人力成本。
AI不仅是辅助工具，更能实现主动式个性化服务。它直接向旅客推送实时更新（不再淹没于广播或显示屏信息洪流中），并根据乘客情境调整应答策略：航班延误时推荐贵宾厅服务或餐饮选择，中转等候期间推送零售优惠。这种基于实时运营数据与行为洞察的响应能力，是纯人工模式无法实现的。
对话式AI平台使之成为可能。通过WhatsApp聊天机器人、交互式自助终端、语音助手等多渠道接入，乘客可用自然语言查询航班信息、设施服务并获取即时回复。最重要的是，这些自助服务全天候运行，不受客服工作时间限制。
其运营效益不仅体现在乘客便利性提升。问询响应时间从分钟级压缩至秒级，信息台与值机区域的排队长度显著缩短。当常规咨询转向自动化渠道后，员工能更专注于需要共情能力和复杂问题处理的工作，服务一致性也因AI系统持续提供标准化信息而得到提升。
AI系统通过智能时机把握与个性化推荐创造新收入增长点。当航班延误时，系统即时推荐周边餐厅商铺，将乘客焦虑转化为附加消费；在最佳时机发送停车提醒或长中转期间推销贵宾厅 access，提升增值服务使用率；基于用户画像的零售推荐在提升客单价值的同时，为旅客提供真实惠。
但要实现这些效益，AI系统需获取完整的乘客行程数据，这意味着机场与航司必须加强系统互联。然而长期以来，双方的数据孤岛现象阻碍了全方位旅客服务的实现。
通过整合双方数据，AI系统可确保信息一致性，通过可靠的信息传递消除混淆、建立信任。当航班延误产生连锁反应时，乘客能获得关于改签、地面交通及设施服务的协同更新。这让互联通信成为与行李处理、安保系统同等重要的机场核心基础设施。
AI已证明能通过持续有效的交互增强旅客忠诚度，同时为机场构建运营韧性——有效缓解行业面临的经营压力。未来航空旅行将依赖于能预见需求、预防问题、提供卓越体验的智能系统，而这个未来已近在眼前。
您可能还喜欢
英文来源：
Sponsored by Google Cloud
Choosing Your First Generative AI Use Cases
To get started with generative AI, first focus on areas that can improve human experiences with information.
Reimagining the airport and airline information experience
Airports are under pressure. Global travel demand shows no signs of slowing down, straining operational capacity and revealing the limits of traditional customer service models. Passengers expect instant, accurate information delivered on demand, through their preferred digital channels. Yet meeting these expectations on a scale using conventional methods is costly and unsustainable.
That’s where AI makes a near-term difference, by solving tangible problems that airports and airlines face every day.
AI-powered communication systems relieve operational bottlenecks by automating the most common passenger enquiries: Flight status, gate information, and terminal services. These systems respond in seconds across thousands of simultaneous interactions, reducing queues and freeing up human agents to manage complex cases. During peak periods, AI helps airports uphold service levels without a corresponding rise in labor costs.
More than a support tool, AI enables a proactive and personalized service. It delivers real-time updates directly to travelers — not buried or lost in overhead announcements or airport displays — and adapts responses based on passenger context. A delayed flight can prompt lounge access or dining options, while a long layover may present retail offers. This level of responsiveness, driven by live operational data and behavioral insights, was impossible under manual models.
Conversational AI platforms make that possible. Accessible from a variety of channels – from WhatsApp chatbots to interactive kiosks to voice assistants – passengers can ask questions using natural language and receive instant responses about flight information, amenities, and services. Best of all, these self-service options operate around the clock, not on the customer service desk’s schedule.
The operational benefits extend beyond passenger convenience. Response times drop from minutes to seconds, reducing queue lengths at information counters and check-in areas. Staff bandwidth increases as routine enquiries shift to automated channels, allowing human agents to handle complex issues that require empathy and problem-solving. Service consistency improves because AI systems deliver standardized information regardless of staff availability.
AI systems create new revenue opportunities through intelligent timing and personalization. When a passenger's flight gets delayed, the system can immediately suggest nearby restaurants or shops, converting frustration into additional spending. Parking reminders sent at optimal times or invitations to purchase lounge access during a long layover increase the uptake of premium services. Retail recommendations based on passenger profiles help maximize revenue per visitor while providing genuine value to travelers.
But to reap these benefits, AI systems need access to the entire passenger journey, and that means better communication between airports and airlines. Yet data silos between airport and airline systems have historically prevented comprehensive passenger support.
By integrating data from both, AI systems can ensure consistent messaging that eliminates confusion and builds trust through the reliable delivery of information. When flight delays cascade through the system, passengers receive coordinated updates about rebooking, ground transportation, and facility services. This puts connected communication on par with essential airport infrastructure, similar to baggage handling or security systems.
AI has demonstrated its ability to strengthen passenger loyalty through consistent, helpful interactions while building operational resilience for airports – providing some relief from the pressure airports are under. The future of air travel depends on intelligent systems that anticipate needs, prevent problems, and deliver exceptional experiences. And that future is nearly here.
You May Also Like