AI Technology Helps Maximise Airport Services and Security
The development of artificial intelligence (AI) technology is increasingly penetrating various professional fields and occupations, including airport services. One such advancement is the AI Speech Analysis and speech recognition technology from Elsa Business, designed to train frontline Customer Handling Officers to provide responsive, accurate, and flexible service.
“Service transformation is determined not only by infrastructure and technology but also by the quality of interaction provided by every employee to customers. This collaboration directly supports business transformation and the improvement of international-standard service quality, which is a strategic mission of InJourney Airports,” stated Hary Budi Waluyo, Learning and Development Group Head of PT Angkasa Pura Indonesia (InJourney Airports), in an official statement on Monday.
Hary emphasised that enhancing the quality of employee interaction is a primary pillar of the company’s business transformation to achieve world-class airport services. Consequently, the company, in collaboration with Elsa Business, is introducing a mandatory corporate programme titled ‘Multilanguage with AI-Powered Coaching’, specifically targeting Customer Handling Service units across nine major airports.
Through the Elsa Business digital platform, airport staff can access personalised training materials via their smartphones during breaks in their shifts. Officers are provided with interactive training to handle various real-time field situations, such as providing information to foreign passengers, handling complaints, and service recovery scenarios. Meanwhile, employees in business functions are provided with Professional Business Communication materials.
InJourney Airports management can also accurately measure competency development, engagement levels, and the improvement of each employee’s abilities through the provided analytics dashboard feature.
Will Polese, Vice President of Elsa Business, added that English proficiency in the aviation industry is a strategic investment to maintain the company’s international reputation. This synergy is expected to strengthen the experience of millions of passengers served throughout the Indonesian airport network.
“In the aviation industry, every interaction contributes to the customer experience and the company’s reputation. Therefore, English language proficiency is no longer just an individual skill, but a strategic investment to enhance the quality of InJourney Airports’ services in the eyes of the world,” he said.