""We had a clear choice - be the last airline built on legacy technology or be the first built on the platforms that will define the next decade of aviation," said Adam Boukadida, chief financial officer of Riyadh Air. "With IBM, we've stripped out 50 years of legacy in a single stroke. Riyadh Air isn't just built for today; it's built for the future and creating a pathway for many airlines to follow in the years to come.""
"There are also AI-powered mobile applications to connect and integrate employee and guest journeys. IBM said it is building an agentic AI-based concierge experience for employees that is proactive and contextually aware, which is able to propose best actions for each persona interacting with guests. According to IBM, this will enable cabin and ground crews to deliver tailored services - for example, prompting staff to offer fast-track services to customers running late."
Riyadh Air launched in March 2023 as a digitally led, full-service airline planning to connect passengers to more than 100 destinations by 2030. The airline partnered with IBM Consulting on a multi-year program across 59 workstreams and more than 60 partners to deliver an AI-native technology foundation. Generative AI and agentic AI capabilities are embedded in workflows to reimagine employee tasks and traveller engagement. Employees will use a personalized digital workplace with AI agents and chat-first HR access, plus AI-powered mobile apps linking employee and guest journeys. Agentic AI-based concierge features will proactively suggest context-aware actions for cabin and ground crews.
Read at ComputerWeekly.com
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