5th Jun 2017
Air New Zealand has worked with IT service provider Dimension Data to create unique software for HoloLens, Microsoft’s augmented reality (AR) viewer. The idea is that cabin crew will wear the headsets as they carry out their inflight duties, and will thus be able to access individual passenger information as they deal with people.
Staff will be able to view data like the customer’s preferred meal and drinks choice, onward travel and loyalty membership details. But the programme offers more than just factual information – it can also detect the emotion of the customer by picking up on visual and audio cues, and thus enable staff to forestall potential problems.
The technology might also enable the airline’s cabin crew to move to a paperless inflight system, which would be an added environmental benefit.
Air New Zealand chief digital officer Avi Golan says the airline is developing a culture of technological experimentation by trialling new and emerging devices like HoloLens.
“This software is a great example of us collaborating with partners and exploring how technology could enhance the way our people work, as well as the experience they deliver to our customers through greater personalisation,” he says.
This seems to be in line with the general prediction for the future of customer service. According to the Customer of the Future report from The Institute of Customer Service, individualisation is set to intensify – fuelling a demand for greater personalisation. As a result, creative ways of collecting and using customer data to achieve greater insight are likely to become increasingly important.
In fact, the report states that businesses that do not incorporate an element of personalisation into their offering risk losing revenue and customer loyalty.