Removing Inefficiencies in Airport Operations
SITA is the world’s leading air transport communications and information technology provider. They deliver solutions that cover almost every aspect of airports infrastructure and processes: operational, baggage, and passenger process.
Aiming to upgrade air transport communications and information technology, SITA embarked on an ambitious project aimed at simplifying the airport experience for passengers. In detail, airport environments involve multiple stakeholders, systems, and real-time processes that must operate in coordination. As complexity increased, accessing accurate and timely information became more difficult for both staff and passengers.
- Fragmented information across systems: Operational data was distributed across multiple platforms, making it difficult to retrieve relevant information quickly.
- Manual and time-consuming support processes: Staff relied on manual workflows to answer queries, slowing response times and increasing workload.
- Limited real-time decision support: Access to critical operational insights was delayed, reducing the ability to respond quickly to changing conditions.
- Inconsistent passenger experience: Lack of centralized, intelligent assistance led to fragmented and sometimes inaccurate information for travelers.
A scalable, intelligent solution was required to unify access to information, automate support, and enable real-time decision-making.
Developing an LLM-Based Assistance Platform for Airport Operations
Addressing these challenges required more than a traditional chatbot. A context-aware system capable of integrating multiple data sources, understanding domain-specific queries, and delivering accurate responses in real time was essential.
Our team engaged as a strategic engineering partner to design and implement a robust LLM-based assistance platform.
1. Building a Context-Aware Knowledge Retrieval System
A centralized knowledge layer was developed to aggregate operational data from multiple airport systems. The platform uses LLMs combined with retrieval mechanisms to ensure responses are grounded in real, up-to-date information.
Context-aware retrieval enables the system to deliver precise answers tailored to user intent, improving both accuracy and usability.
2. Enabling Conversational AI for Staff and Passengers
A conversational interface was introduced to allow users to interact with the system using natural language.
Staff and passengers can ask questions related to flights, terminals, delays, or procedures and receive immediate, relevant responses.
Natural language interaction simplifies access to complex information and reduces dependency on manual processes.
3. Integrating Real-Time Operational Data
The platform integrates with live data sources, ensuring that responses reflect current operational conditions. Real-time updates allow users to make informed decisions based on the latest available information.
Improved access to live data enhances responsiveness and reduces delays in operational workflows.
4. Supporting Identity Verification with Facial Recognition
Facial recognition capabilities were integrated to support identity verification processes for airport staff. The system compares live video input with stored records and flags discrepancies for further review.
Automated verification improves security while reducing manual workload for staff.
5. Automating Support and Information Workflows
Routine queries and support tasks were automated using AI-driven logic, significantly reducing manual intervention.
The system can handle high volumes of interactions simultaneously, ensuring consistent and efficient service.
Automation enables staff to focus on higher-value activities while maintaining high service levels.
“By leveraging cutting-edge AI, including Generative AI for customer service enhancement and facial recognition for security, we aimed to create a seamless, stress-free airport journey. We focused on connecting all the elements into one solution designed to effectively solve a very specific business problem.”
Volodymyr Kepsha
Senior Data Scientist – Addepto
Enhancing Airport Operations with Intelligent Assistance
The partnership between Addepto and SITA transformed fragmented operational processes into a unified, intelligent assistance platform that supports both staff and passengers in real time. Access to accurate information is now faster and more intuitive, improving operational efficiency and overall airport experience.
Enhanced visibility and AI-driven insights enable quicker decision-making, while automation reduces manual workload and improves consistency across operations. The system also strengthens safety and predictability by ensuring that critical information is always accessible when needed.
Before
- Passengers faced confusion and delays when accessing flight, gate, and navigation information
- Staff handled routine queries and identity checks manually, increasing workload
- Airport communication lacked real-time, personalized interaction
After
- GPT-4-powered assistant delivers real-time, conversational support via voice and visual interface
- Facial recognition enables personalized responses and faster identity verification
- Automated assistance reduces staff workload and improves operational efficiency
- Enhanced experience creates a safer, more predictable, and seamless airport environment
A scalable, AI-driven architecture positions the organization to expand its capabilities and integrate additional use cases over time.
As part of KMS Technology, Addepto continues to deliver enterprise-grade AI solutions that help aviation organizations modernize operations and elevate passenger experience.
Ready to build your AI-powered assistance bot? Contact us today!