LATAM has just become the first airline in South America to use Artificial Intelligence to improve its airport service. The premiere will be at Guarulhos airport (São Paulo), its main hub (flight connection center).
The innovation developed by LATAM Labs (LATAM's open innovation center) in partnership with Proc Group (a company specializing in Information Technology infrastructure) is initially being applied to domestic check-in at São Paulo airport, with nine cameras that follow the flow of customers in real time to transform these movements into data. The information collected allows visibility of demand and quality of services, as well as analysis of the capacity and productivity of the LATAM team. The objective is to efficiently manage service channels, reduce waiting times in queues and ensure a better travel experience for customers.
In practice, the cameras capture the movement of customers and transform these movements into data on how much time was spent in each phase of the service. Based on this information, it is possible to monitor enger demand in real time in relation to the airport structure and equalize service resources with greater assertiveness. It is worth mentioning that, in compliance with the General Data Protection Law (LGPD), LATAM does not have access to camera images, only to data transformed by the software based on the images.
Second Derick Barboza, director of airports at LATAM Brasil, the company's main objective is to improve service and make the customer experience at the airport increasingly fluid and dynamic. “This technology allows me to understand behavior and manage the customer service team more efficiently. The software provides us with information such as busy days and times so that we can call the team as needed and provide higher quality customer service. We started in Guarulhos, but we are already evaluating the possibility of taking this innovation to other Brazilian airports”.
WHAT IS LATAM LABS
Since November 2020, LATAM Labs has been the permanent innovation center (open innovation) from the LATAM group to test new disruptive ideas that emerge inside and outside the company. The nucleus tests ideas from its own employees and external ecosystems (universities, entrepreneurs, startups and knowledge hubs such as Inovabra) in real company operating environments. Currently, LATAM Labs has 8 external partners – including Inovabra.
Among the ideas already tested by LATAM Labs and implemented in LATAM, highlight is the project with document validation with artificial intelligence, application of neural networks and deep learning on customer experience during their journey and development of autonomous artificial intelligence.
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Street: LATAM Brazil
