PT Angkasa Pura II President Director Muhammad Awaluddin said artificial intelligence (AI) at airports was useful for improving passenger services and producing efficient airport operations.

"Now we analyze flight traffic, for example passengers, we still use a manual approach," said Awaluddin in the online "Launch of the Dico Sky Horizon 2023 Project", Thursday.

Still related to passengers, Awaluddin explained that artificial intelligence allows them to respond to passenger complaints posted via social media. Apart from that, artificial intelligence also helps shorten passengers' waiting time for services at the airport so they have more time left and make them want to shop.

"On average, they convey their complaints on social media. We couldn't have known that quickly if they hadn't reported it. "Later, AI can respond to how analytical sentiment is created as a follow-up," said Awaluddin.

According to Awaluddin, the presence of artificial intelligence at airports also helps understand the characteristics of passengers' personal needs which may differ from day to day.

"If we later use AI, we can immediately personalize today's needs, different from Monday at our airport. "Therefore, the AI concept based on advanced analytics and machine learning is a service that can be personalized," he explained.

Awaluddin added that the presence of AI at airports can also help ensure, for example, route development, slot analysis, evaluation and daily optimization at airports, including at Soekarno-Hatta.

Still at the same online event, CGK Executive General Manager and Digital Exploration (DX) Sub Team Lead Dwi Ananda Wicaksana also agreed with Awaluddin. He said that artificial intelligence is believed to be able to personalize passengers' experiences of the facilities or services provided at the airport.

Apart from that, according to him, AI, which is considered increasingly important for all aspects of business today, including at airports, can also increase efficiency in all aspects, including the main aspects of internal airport business such as operations, facilities and services. as well as commercial.

“We believe airports can utilize AI for operational aspects. For example, in operations we want to improve passenger flow, traffic, optimize schedule arrangements or aircraft changes, improve security at the airport. Still done manually, not easy and very easy. requires very high resources," said Dwi.