Blending technology with a human touch is the ethos behind Miami International Airport’s latest investments, which include a multi – platform chatbot integrated with inter-active holograms.
MIA’s chief innovation officer Maurice Jenkins says the innovative chatbot will allow passengers to ‘speak’ to a hologram and get real-time airport information without needing an app. “Whether it’s WhatsApp, Messenger or something else, we’re removing friction and making it natural,” he told those at the at the World Aviation Festival in Lisbon. “That’s what great tech should do.” MIA is also looking at automation through cleaning robots and autonomous lawnmowers, and is working with vendors on aircraft turnaround analytics and autonomous vehicle testing, drawing inspiration from air field innovations in Hong Kong and Europe. Jenkins also stresses that these investments will not be at the expense of people. “We’re not substituting humans; we’re repositioning talent to add more value.” He says the airport sees real promise in AI for revenue optimisation and customer experience, but is still evaluating where it can deliver tangible operational benefits. MIA is also investing in sensory branding, including a signature scent and ‘Miami’ drink. The goal, says Jenkins, is to build a sense of place. “When you get off the plane, why rush to baggage claim? Why not stay immersed in the journey?”
. . . Expansion
MIA is set to build a new Concourse K said to be a significant milestone in the airport’s ambitious USD9 billion Future-Ready Modernization in Action plan. Once complete the plan positions MIA to accommodate 77 million passengers and five million tons of cargo by 2040. The project includes six new contact gates, a maintenance facility, new baggage carousels and more.
