Reducing Irregular Operations
Amach recently hosted a webinar on reducing Irregular Operations (IROPs) in Aviation, using technology.
The High Cost of IROPs
Moni from AWS highlighted the financial impact of IROPs, stating that airlines spend 8% of their revenue on them. This translates to a staggering $72 billion worldwide. He emphasized that every disruption avoided directly increases profit.
Moni used British Airways and Delta as examples, with IROPs costs of $1.2 billion and $4.4 billion, respectively. He suggested that a 10% reduction in IROPs could significantly boost airline profits.
Real-Life Challenges and RPA Solutions
Victor from Amach discussed real-life IROPs challenges, focusing on overwhelmed contact centers during major disruptions. Amach has developed RPA solutions to automate tasks like refunds and EU261 compensations, freeing agents to focus on complex issues.
Victor emphasized that while not all situations can be automated, focusing on the 80% that can be significantly improves efficiency. He highlighted the scalability of RPA, citing cases where backlogs of weeks were cleared in hours.
Proactive Measures and AWS Solutions
Victor also discussed using RPA proactively to prevent disruptions, such as for crew rostering. Moni outlined how AWS solutions can help, emphasizing the importance of clean data.
AWS offers various services to build a robust data strategy. He also highlighted the potential of AI and ML, citing the example of a digital twin for airport operations to optimize gate assignments and minimize delays.
Additional Use Cases and Benefits
Victor mentioned other RPA use cases, including processing special meal requests and mobility assistance, to free up staff for critical tasks. He emphasized that RPA’s value extends beyond cost savings, acting as an insurance policy for airlines.
Moni discussed AWS solutions like the Unified Profile for Travelers and Guests, which provides a single view of the customer, and Amazon Connect, a contact center solution with generative AI capabilities.
Reducing Irregular Operations; Q&A Session
Adapting RPA Rules
John asked how quickly and easily RPA rules can be adapted to specific incidents. Victor explained that changes can be made proactively through configuration files, making it a simple process.
In urgent situations, the expertise of the people building the RPA solutions becomes crucial. They can quickly identify and implement necessary changes, leveraging RPA’s capabilities for automated testing to ensure the changes don’t negatively impact other scenarios.
Criteria for RPA Automation in Airlines
John inquired about the criteria for selecting processes for RPA automation in the airline industry.
Victor acknowledged that while volume used to be the primary factor, it’s no longer the sole consideration. He emphasized that RPA can serve as an insurance policy, especially during disruptions.
He suggested that processes that could potentially lead to disruptions are worth investigating for automation, even if the volume isn’t high.
Additional RPA Use Cases
John asked for examples of RPA use cases beyond refunds. Victor mentioned EU261 claims, processing special meal requests, and handling mobility assistance requests.
He highlighted the importance of automating mobility assistance to ensure passengers needing assistance are not overlooked during disruptions.
AWS Solutions for Contact Centers
John inquired about AWS solutions for contact centers, which play a crucial role in IROPs. Moni highlighted Amazon Connect, an industry-leading contact center solution adopted by many airlines.
Moni emphasized its integration with generative AI capabilities, which can assist agents in tasks like summarizing refund policies and penalties, thus improving efficiency and customer service.
Conclusion – Reducing Irregular Operations
The webinar highlighted the potential of technology, particularly RPA and AWS solutions, to reduce IROPs’ impact. By automating tasks, using data effectively, and implementing intelligent automation, airlines can improve efficiency, enhance customer satisfaction, and drive revenue growth.
