1 March 2018

Malaysia Airports will work with OpenText to develop intelligent automation, predictive analytics and expanded digital services for passengers at the Kuala Lumpur International Airport (KLIA), including its second terminal Klia2.

The project will be executed in phases, through a big data analytics and digital platform that will contribute to the Total Airport Experience (TAE) strategic pillar outlined in Malaysia Airports' five-year business plan.

The development of this unified digital platform will enable Malaysia Airports to differentiate engagement with passengers and other customers, drive operational efficiency, enable passenger productivity and experience, and drive new and existing revenue streams.

Data fed into the digital platform from various existing systems will be analysed using machine learning and artificial intelligence, providing insights for better decision making to enhance passenger experience as well as business and operational excellence.

OpenText will deliver digital and analytics capabilities through an integrated software suite, including content and big data management, service quality management, customer experience management and asset management.

“As we embarked on an analytics-led digital transformation, we were looking for a technology partner that offered a sustainable, integrated solution. 

"Through the Unified Digital Platform (UDP), we are looking to deliver effective engagement and achieve all-round operational efficiency that we can extend to our passengers,” said Azli Mohamed, chief strategy officer at Malaysia Airports.

The project will kick-start with a mobile application that will help passengers plan their journey. Through the application, passengers can receive real-time notifications on flight status, congestion levels, expected journey times and travel options, as well as airport services such as self check in and self bag-drop facilities.

With later releases of the app, passengers will be able to access the ‘click and collect’ service which allows them to purchase products online and have them delivered to the boarding gate.

Original Source: impactpub.com.au