TravTalk India Online Magazine
Having access to vast amounts of data on travellers that are flowing through its systems, Amadeus can crunch massive amounts of data and provide insights to travel sellers, says Mani Ganeshan, Senior Vice President, Head of APAC Engineering and Amadeus India.
Hazel Jain
It is technology that is enabling world citizens to be in close touch with each other, whether it is communication or travel. Technology is the fulcrum on which everything is happening today; it is technology that is enabling and facilitating their travel, believes Mani Ganeshan, Senior Vice President, Head of APAC Engineering and Amadeus India. He has been with Amadeus for 16 years, since the time the company entered in India.
AI and personalisation
Artificial Intelligence (AI) is an interesting trend and a lot of experts are equating this to the times when the internet boom happened. “AI seems to be different in the sense that technologists like us see the capabilities that it brings to make sure that travel happens in a better fashion. Our travellers are getting a lot more sophisticated, and a lot more demanding. They are asking, how can you pitch me solutions for my travel needs that are only specific to me. You should know me even without me having to tell you. And that is where technologies like AI come in, where we already have the capability using massive computing and machine learning algorithms, blending with AI techniques to understand the traveller and the profile of the traveller a lot better – their likes and dislikes, their food choices, and their interests,” says Ganeshan.
While Machine Learning (ML) techniques were already in existence, with the advent of AI, we see this taking a massive leap. Ganeshan adds, “The other interesting capability that AI is providing is the conversational capability across languages that offers personalised solutions to travellers. We also tap heavily into the travel sellers and travel providers segments. Our travel sellers are saying, okay, our clients are demanding personalised experiences. It is no longer adequate to sell them air or a hotel. We need to see how we can provide them a holistic solution, which goes across all the segments of travel.”
Amadeus also addresses this requirement. “We have that reach into the various segments of travel. We also have vast amounts of data on travellers that are flowing through our systems. So again, using AI techniques and ML, we are able to crunch massive amounts of data and provide enough insights to travel sellers, so that they can serve their clients better. That is how travel sellers are benefiting from these techniques and the Amadeus platform,” he explains.
India’s advanced tech offerings
He sees this happening in India as well. “India is quite advanced with digital technologies and online travel agencies, quite advanced with using new-age technologies to transform the industry. We have enough examples of Indian OTAs like Paytm and MakeMyTrip who are now adopting solutions that are fundamentally leveraging AI techniques and partnering with us to see how we can develop creative solutions for customers in terms of the business capabilities and the capabilities that airports and travellers are looking for,” Ganeshan explains.
AI and biometric technology
Travellers are looking for frictionless experience. For air travellers, this means bypassing many friction points like entry into airports, check-in, baggage drop, border control, to finally reaching the aeroplane seat.
“With at least eight friction points, we see a blend of AI and biometrics coming together and connecting the airlines and the airports, so that we accelerate this trip from the ground transportation to the seat. Biometrics and AI play a big role because you need to have the accuracy when you are relying less on humans and more on technology to make sure that the flow is happening seamlessly. We need to make sure that the algorithms are learning and getting more and more sophisticated. There is no risk to the airport or the airline as this automation happens. So, that is where we are investing heavily and developing solutions,” Ganeshan explains.
Recently, Amadeus acquired ‘VisionBox’, the leader in border control solutions. “With this, you will see this journey across airports get so seamless that even within minutes you will go from this side to that side with almost no human interaction, yet doing that in an absolutely secure and safe way. When we are leveraging techniques like AI, we are very, very clear because of the reach and the impact we have on the industry. We need to do this in a responsible way. While explorations are fine and we allow our engineers to explore such new technologies, it has to follow its due diligence before it reaches production grade. We have, therefore, created an AI review board within the company where all such products and ideas have to be cleared,” Ganeshan adds.
Jewar Airport
Amadeus is the primary technology provider for Jewar Airport in Noida, which is a greenfield airport. It is bringing the ecosystem of IT systems so that the passengers get unparalleled experience. This includes solutions like automatic bag drops and seamless check-ins. With the border control systems of VisionBox, it also integrates passenger data with the government systems of immigration, and all these will come in play along with other airport systems to ensure a smooth travel. Amadeus is also doing this with other airports in the world like the Western Sydney Airport.
