Using wearable computing to improve customer service | SITA

 
Like this post?
get more like it as soon as they are published
Back to blog

Using wearable computing to improve customer service

Published on  07 August by Tim Graham , IT Innovation & Development Manager, Virgin Atlantic Airways
0 comment(s)
 

Wearable computing is a hot topic at the moment. Together with SITA, Virgin Atlantic created a six-week project to test the technology at London Heathrow. It was a small-scale project, using just one pair of Google Glasses and three Sony SmartWatches. But it received a lot of media attention.

We equipped our concierge staff with either Google Glass or a Sony SmartWatch 2, loaded with purpose-built apps written by SITA that integrated with our passenger service system. As business-class passengers arrived at our limo drop-off area, our staff received their information directly on the smart glasses or watch. This allowed them to accept jobs assigned to them, greet the passengers and provide personal assistance.

Our agents had immediate access to the latest information without having to go to a computer. It also cut the need to use radios. Our staff were able to answer questions almost before our passengers could ask them!

Every day, they provided new ideas about how to improve the technology with new features or pieces of information - carrying out security checks, for instance, or providing destination weather forecasts. Other airline operations that can benefit from wearable devices include baggage handling, aircraft maintenance, and passenger check-in and boarding.

Passenger reaction was mostly positive. People were more curious than scared of the technology. There were no Big Brother type concerns because we made clear we were using the technology to access information we already had, not capture new information.

The big question now, of course, is whether wearable technology is mature enough for the workplace. The short answer is: we're getting there. More testing needs to be done, but many of my initial concerns did not materialize. The devices proved to be durable enough for the airport environment 'at least indoors' and using Wi-Fi improved their reliability. Battery life was not an issue because we used the devices on an as-needed basis.

Learn more in my interview in the latest edition of the Air Transport IT Review.

Leave your Comment

You must be logged in to post comments

Comments

    There are currently no comments, be the first to post one!
Back to the top
  • sita tweet
    Bag tracking at check-in and loading on to the aircraft improved mishandling rates by between 38% to 66%, depending… https://t.co/D7bng5gzBu

    5 hours ago from SITAonline
  • sita tweet
    New #blog post: SITA’s Peter Drummond analyzes the impact of baggage tracking on mishandling rates and explains whe… https://t.co/ZqLyVTFwK2

    11 hours ago from SITAonline
  • sita tweet
    Do tracking points improve baggage delivery? In this new blog post, SITA’s baggage expert, Peter Drummond, explores… https://t.co/Lcff67Lf2j

    13 hours ago from SITAonline
  • sita tweet
    RT @GigaSpaces: Great session by Paul Baker from @SITAonline https://t.co/dH4blBeUre

    yesterday from SITAonline
  • sita tweet
    From facial recognition to augmented reality, @CNBCi’s Joumanna Bercetche explores the innovations disrupting the t… https://t.co/R20yyY23hb

    yesterday from SITAonline
  • sita tweet
    .@CNBC’s ‘The Edge: The Future of Travel’ premieres in the UK & Europe tonight at 2200 BST & 2300 CET on CNBC Inter… https://t.co/rY9s28nvAO

    yesterday from SITAonline
  • sita tweet
    SITA’s #biometric ID management expert, Stephen Challis, was interviewed for @CNBCi’s The Edge, airing tonight on C… https://t.co/4uY7ZNJ93J

    yesterday from SITAonline
  • sita tweet
    At the 2019 #SITAEuroITSummit, Dr. Klemens Skibiski will be discussing how #DigitalTransformation is impacting and… https://t.co/2GQOCnlYh4

    yesterday from SITAonline
  • sita tweet
    #AI, #blockchain and #IoT are changing the way the air transport industry works together. Learn more about technol… https://t.co/WVZAb5jWK8

    2 days ago from SITAonline
  • sita tweet
    Bernard Gustin, Chairman of Elia Group SA & previously CEO @FlyingBrussels will be talking about the technology tre… https://t.co/1sJlyCa8vi

    2 days ago from SITAonline
  • sita tweet
    With the advent of @IATA Res 753, bag tracking has hit center stage in air transport. The 2019 SITA/ATW Baggage web… https://t.co/c46GWI63x9

    3 days ago from SITAonline
  • sita tweet
    RT @airlinesblog: Almost ready for take off! 🛫🛫 In just a few weeks, the #aviationfest is coming to #London again!… https://t.co/63zpLCmuU5

    3 days ago from SITAonline
Connect with us