DESIGN AND TECHNOLOGY Intelligent automation Andy Jenner, CEO of ESP Global Services , reveals more about the company’s comprehensive service suite for airport IT infrastructure, as well as its projections for the future of aviation What’s innovative about ESP Global Services’ airport IT service management suite? By leveraging over three decades of expertise in supporting airport IT infrastructure, we have developed a comprehensive service suite built on the industry-leading ServiceNow platform, enhanced with our proprietary applications and launched as our new product, AirportNow. This synergistic integration enables intelligent automation in dispatching highly skilled engineers, ensuring swift resolution of technical issues. Our objective is to streamline the passenger experience, facilitating a smoother and more efficient journey through the airport. . How does it help airports maximize the efficiency of workforces? To mitigate any disruptions to passengers, whether due to a kiosk’s depleting paper supplies, passport scanners malfunctioning or e-gates jamming, a prompt resolution is imperative to prevent queue formation and passenger delays. Our solutions are designed to expedite the repair of malfunctioning IT infrastructure, thereby enhancing passenger flow and enabling airport staff to concentrate on delivering superior passenger service rather than addressing equipment failures. airport operation. While advances in technology have reduced the frequency of IT infrastructure and equipment failures, the impact on the customer experience remains significant when issues do arise. Prompt response and resolution are both essential. As we enter an era dominated by artificial intelligence, there is a discernible shift in service support toward the quick adoption of AI technologies. This evolution aims to accelerate fault detection and rectification processes, thereby improving the overall passenger experience. What are the key trends currently shaping the sector? The transition toward biometric passenger processing underscores the critical importance of maintaining a seamless What is ESP Global Services working on at the moment? Our approach involves enhancing our platform with AI capabilities and Our objective is to streamline the passenger experience merging proprietary tools from the ServiceNow platform with custom applications developed in-house. These applications leverage cutting-edge technologies in natural language processing and automatic routing of equipment failures to the appropriate response teams. This integration either facilitates remote resolution of IT issues or ensures that skilled technicians are dispatched swiftly to address problems on-site. Additionally, we are developing a dynamic resourcing model that optimizes resource allocation and skill availability, effectively managing the fluctuating demands ESP Global Services inherent in airport and airline To find out more, scan the environments whether daily, QR code or visit www.espglobalservices.com monthly or annually. AirportNow offers a flexible, customizable solution that can be integrated into existing service desks and teams www.PassengerTerminalToday.com ABOVE 66 Passenger Terminal World APRIL 2024