Automation of airline customer service – the predictability model
Aravind Ramachandran

Automation of airline customer service – the predictability model

In the last post , I had written about price as the one factor that will drive how people accept automation in the air travel industry. The function of price, in this context, is to help compensate for the absence of one characteristic (human element) of a service which passengers are so used to. If, in some period of time from today, it becomes emotionally acceptable for passengers to travel in an aircraft without the presence of a trained cabin crew for support, we need to have some idea of what that will look like. The enabling keyword is 'predictability' in this context. With current techn...
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Flights staffed by AI: The one driver for customer acceptance
Aravind Ramachandran

Flights staffed by AI: The one driver for customer acceptance

​ ​Artificial intelligence and machines are taking over from human knowledge and labor as the platform on which businesses will run in the future. Having said that, it is important to understand that many skilled jobs currently performed by humans will be restructured and made more impactful by technology than be totally replaced by it. The aviation industry's unique positioning makes some parts a little more complex to automate than most other sectors. Already based on a platform of advanced technology, the industry also leans heavily on customer service quality and offerings as a means to di...
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Targeted loyalty, partnership portals: iFly Loyalty’s big boost to loyalty management
Aravind Ramachandran

Targeted loyalty, partnership portals: iFly Loyalty’s big boost to loyalty management

​ iFly Loyalty made a grand entry into the Latin American market recently, signing a multimillion dollar contract with one of the most prominent loyalty providers in the region. Latin America is an impressively mature market when it comes to loyalty. Customers (end users) in this region are well aware of the value provided by membership in a loyalty program, especially those tailored to suit their specific needs. On the business end, this translates into a very positive challenge for IBS , as we must keep up with the growing demand for innovative solutions that can support such a keen market. ...
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Analytics and ancillaries to fix the sharing economy
Aravind Ramachandran

Analytics and ancillaries to fix the sharing economy

​ Alternative lodging platforms (such as AirBnB ) are essentially enablers of the sharing economy, because they successfully solve what economists call the two sided platform problem. In this context, people willing to let out their home/room as well as people seeking such lodging must be brought together and simultaneously utilize the platform for it to have any relevance in the market. If any one side is missing or reluctant, then the transaction cannot happen – either the host's room will lie vacant, or the potential lodger will go without a roof above his/her head! But that isn't the whole...
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Repeat business vs Reviews: Which do you trust when choosing a hotel room?
Aravind Ramachandran

Repeat business vs Reviews: Which do you trust when choosing a hotel room?

Every traveler who ends up in a bad hotel room (and is surprised by it) is a victim – a victim of an imperfectly functioning marketplace. Ponder what goes into such a flawed transaction that destroys the customer experience that is so valuable in the hospitality industry. The vendor (hotel) sets a price that assures an appropriate (or higher) return for its capital and operating costs He/she realizes that the actual room won't sell enough for the price he/she seeks Some analysis is done about the demand for room quality that matches that price Substitute visuals (usually stock images, or even ...
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