Bangalore International Airport Limited (BIAL), the entity behind Kempegowda International Airport (KIA) in Bengaluru, is set to partner with global consulting firm KPMG to implement AI-based solutions aimed at improving passenger experience and streamlining operational efficiency. This collaboration is part of BIAL's strategic plan to integrate cutting-edge technology to enhance its services and become a digitally advanced travel hub.

AI-based Solutions for Operational Efficiency and Passenger Experience

The partnership between BIAL and KPMG will focus on implementing AI-driven solutions across multiple touchpoints in the airport. Data from various customer interactions, such as self-service kiosks, website chatbots, and holographic assistants, will be integrated into a unified generative AI platform. This integration will allow for improved internal processes and better service for passengers.

The primary goal of this initiative is to enhance internal operations within the airport. As BIAL continues to optimize its customer-facing solutions, more services powered by AI, such as an upgraded AI chatbot, will be rolled out in the future. According to sources, BIAL is expected to allocate Rs 30-50 crore over the next five years for this AI transformation.

KIA's Vision for Becoming a Digitally Advanced Travel Hub

BIAL’s focus on AI technology is part of its broader vision to make Kempegowda International Airport a leader in technological innovation within the airport industry. This aligns with other global airports introducing AI-driven features such as facial recognition under the Digi Yatra programme and AI-powered service robots that assist travellers. These efforts are part of BIAL's ongoing mission to position KIA as a future-ready airport with modern technological infrastructure.

BIAL’s planned AI solutions are expected to reduce operational bottlenecks and provide real-time analytics to manage passenger queues, vehicle movements, and enhance security. These developments are expected to significantly reduce waiting times and increase the efficiency of the entire airport operation.

Impact of the AI Initiative

The partnership with KPMG will enhance various aspects of KIA's operations. It will not only upgrade AI chatbots but also include AI-powered holographic assistants, similar to the ones recently introduced at Muscat International Airport (MCT), aimed at improving passenger experience. However, BIAL has recently decided to pause the holographic assistant trial, although it remains part of the future AI strategy.

KIA is already making strides towards digital transformation. In FY25, the airport handled 41.88 million passengers and over 5 lakh metric tonnes of cargo, marking an 11.6% increase in passenger traffic. The significant rise in traffic, especially in international passengers (a 25% increase), underscores the importance of digital advancements to handle growing demand.

AI-Powered Vision-based Solutions for Passenger Management

In addition to the collaboration with KPMG, BIAL has already partnered with companies like Industry.AI and NVIDIA to deploy vision-based AI platforms in Terminal 2. These platforms analyze live camera feeds to improve passenger queue management, track vehicle movements, and bolster security through real-time analytics.

AI Developments at Other Indian Airports

BIAL’s move is part of a larger trend across Indian airports that are integrating AI technologies to enhance operational efficiency. For example, Indira Gandhi International Airport in Delhi has launched the Unified Total Airside Management (UTAM) system to streamline landing and take-off operations. Similarly, Rajiv Gandhi International Airport in Hyderabad has launched the country's first AI-powered airport digital twin, along with a next-generation Airport Predictive Operations Centre, which leverages AI to predict and manage airport operations.

Future of AI in the Aviation Sector

With airports worldwide investing in AI, India’s airport sector is rapidly embracing these advancements. BIAL’s AI-based initiatives reflect the growing importance of integrating artificial intelligence in the aviation industry to improve customer service, security, and operational efficiency. As passenger numbers continue to grow, these technological solutions will become essential in handling the increasing volume of traffic while maintaining a high level of service quality.

Through partnerships with global firms like KPMG, BIAL is setting the stage for Kempegowda International Airport to lead the charge in AI innovation within the airport industry, ensuring it remains competitive on the global stage.

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