The pace of technological change is accelerating and revolutionising industries across the globe. Rezcomm, a leading innovator in the airport’s digital ecosystem, is at the forefront of this transformation, preparing airports for the future through the adoption of AI and advanced analytics.
Rezcomm envisions airports as more than just transit hubs. By leveraging technology, tools, and partnerships, every touchpoint in the passenger journey can be personalised to suit the customer’s unique needs, transforming the airport experience into a seamless and enjoyable process. Founded by travel and technology industry innovators, this technology offers integrated solutions that cut through siloed departments, focusing on the entire customer journey. From booking a trip, driving into the airport parking facilities, entering the terminal, picking up pre-ordered purchases, right through to post-travel needs – it ensures a smooth and connected experience.
“Our mission is to revolutionise the airport experience by integrating cutting-edge technology and customer-centric innovation. Through our work, we aim to enhance every aspect of the passenger journey, making it as seamless and enjoyable as possible, which we believe is tooling airports for the future.” says Marc Ive, Rezcomm CEO.
As creators of the ‘plug-and-play’ airport marketplace, this industry-leading technology utilises ecommerce and marketing technology to transform airport experiences. Their solutions include loyalty programs to enhance customer satisfaction, fast-track security checks, and loyalty points for lounge access, and much more to improve all facets of the passenger experience.
The Role of AI in Airport Technology
The importance of AI and advanced analytics in customising passenger journeys cannot be overstated. AI-powered chatbots have transformed customer interactions, offering real-time support throughout the airport experience. Rezcomm’s generative AI chatbot, powered by an OpenAI framework, integrates with flight information services, allowing customers to ask questions or get directions in their native language. This also enables airports to monetise information, such as offering lounge tickets if a flight delay is detected.
Customer data plays a crucial role in boosting operational efficiency and enhancing passenger experience. Real-time analysis of customer sentiment provides insights for continuous improvement. Insights gained from AI chatbot interactions help resolve challenges faced by passengers and improve services.
“Analysing customer sentiment is key to providing an exceptional airport experience. By listening to passengers through their interactions with AI-powered chatbots, airports can identify areas for improvement and continually enhance the customer journey,” says Victoria Wallace, Chief Digital Officer, Rezcomm.
Digital Innovation and Privacy
The unprecedented access to customer data brings numerous benefits for the future of travel, but it requires a balance with strict privacy standards. Victoria Wallace highlights European airports as examples of responsible innovation, blending AI with stringent privacy measures to create a digital ecosystem that respects passenger privacy through consent-based customization.
The future of airports will be characterised by digital innovation, with technology playing a vital role. As airports evolve, they will transform into digitally connected ecosystems that prioritise passenger experience and satisfaction. Rezcomm is preparing for this future, ushering passengers into an era of seamless, personalised journeys powered by digital innovation.
