2 March 2018

Malaysia Airports is working to develop a unified big data analytics and digital platform that it hopes to completely transform the passenger experience at the Kuala Lumpur International Airport (KLIA) and second terminal (klia2) as part of a five-year plan.

Malaysia Airports says that the development of this unified digital platform will enable it 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 analyzed with machine learning and artificial intelligence, providing insights for better decision making to enhance passenger experience as well as business and operational excellence.

Malaysia Airports will be working with OpenText to develop intelligent automation, predictive analytics, and expanded digital services for passengers. This will kick off with a mobile application to help passengers plan their journey, which will offer real-time notifications on flight status, congestion levels, expected journey times and travel options.

The app will also offer airport services such as self-check-in and self-bag drop facilities. The app will eventually be updated to give customers access a ‘click and collect’ service where they can purchase products online and have them delivered to their boarding gate.

“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, the chief strategy officer at Malaysia Airports.

“As a global hub for commerce, Kuala Lumpur International Airport is truly embracing a progressive model for the airport of the future, one that we at OpenText is excited to play a major role in,” said Mark J. Barrenechea, the vice chairman of OpenText.

Original Source: enterpriseinnovation