Global airline group Air France-KLM (AFKL) has upgraded its data architecture to support multimodal capabilities by taking a flexible multicloud approach that can facilitate ultra-low latency in data transmission.
In partnership with Google Cloud, the upgrade delivers new capabilities intended to boost the travel experience and satisfaction of AFKL customers. Specifically, it will facilitate more personalized offerings; optimize operations on the ground and in the air; simplifiy internal use of data and support the use of generative AI technology. AFKL says the approach will deliver "stronger overall business and employee innovation".
The developments are part of AFKL’s work to accelerate a data-centric and multicloud strategy that it says will help it “reimagine the future of the travel industry”.
AFKL comprise three major airlines, Air France, KLM and Transavia, which operate 551 aircraft i total. In 2023, the group carried 93 million passengers. AFKL also operates cargo flights and provides engineering and maintenance services to other air carriers. All of this generates massive amounts of data and now, using Google Cloud's AI solution, AFKL will be able to analyze passenger preferences and travel patterns, and use predictive capabilities to manage aircraft maintenance.
“Our collaboration with Google Cloud is a significant step forward in our data strategy," says the airline’s group EVP and group CIO, Pierre-Olivier Bandet. “By leveraging Google Cloud's advanced data technology with a real partnership approach, we intend to accelerate our innovation capacities with security in mind, and with generative AI, build the future of travel.”
Unlocking the power of data
Data power the digital, AI-driven and automated experiences that allow organizations to stand out against their competition.
AFKL used three legacy data centers for data and applications and migrated the apps and data housed in them using Google Cloud's technologies. By simplifying its architecture, the airline is able to utilize Google Cloud’s data and analytics tools, including BigQuery, and due to faster data transmission, further explore how it can use AI for both internal and customer-facing operations.
As part of the multi-cloud strategy, AFKL will maintain full ownership and control of the customer and company data it holds, while improving time-to-market and reducing data processing latency to better serve its business units in their digital journeys.
“Airlines generate massive amounts of data, much of which can be incredibly valuable in helping drive operational insights, build better customer experiences and – with the power of generative AI – create entirely new services and offerings,” says Matt Renner, president of global revenue for Google Cloud.
By leveraging its data in combination with Google’s tools, AFKL will be able to gain a deeper understanding of passenger preferences, travel patterns and behaviors to offer newly tailored travel options and services.
It will also be able to enhance flight, airport and business operations with the speed required for data analysis in predictive plane maintenance dropping from hours to minutes, thanks to the connectivity provided by Google’s cloud.
Facilitating generative AI in travel
Building a common joint and unique data lakehouse, the group will also tap into Google Cloud’s generative AI expertise and tools to accelerate its generative AI strategy in an Air France-KLM dedicated and secured generative AI cloud environment.
With data centralization, and stronger storage and utilization, AFKL will have the IT architecture required to explore how generative AI can improve its customers’ journeys, from sales to service, as well as fleet maintenance. To enable these specialized use cases, Google Cloud is deploying a dedicated and safe generative AI cloud environment.
The airline’s early generative AI use cases include customer agent support with automatic documentation for facilitated customer management and easier and more efficient aircraft maintenance, among others.
Training teams on data and AI
As those in CX know, AI use cases and data transformation are not plug-and-play solutions; they require cultural change and new skills.
In addition to the technology, Google Cloud will provide training and support to AFKL's teams, fostering a culture of data democratization.
Covering data science and engineering, security, infrastructure and generative AI, the sessions will include hackathon-like events as well as on-site and online dedicated training. AFKL’s product teams will then reach the new stage of competency and capability to handle cloud and data technologies to better leverage data for informed decision-making and innovation.
Quick links
- Case study: How McDonald’s leverages insights and analytics for customer centric decision-making
- Case study: How LATAM Airlines builds transactional and emotional loyalty
- How Spotify approaches predictive CX to improve customer journeys
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