Saudia has announced it will use artificial intelligence to transform passenger experiences in the Kingdom.
The Saudi national airline has signed an agreement with global professional services firm Accenture to create and deliver a digital transformation program that will make guest experience seamless and highly personalised while improving operational efficiency.
Through this agreement, Saudia will enhance its digital infrastructure and build more than 260 new digital and electronic services in two years.
Saudia digital transformation
Saudia’s guests will have more personalised services and a smooth travel experience possible across the entire travel cycle, from ticket search and booking to check-in, and from in-flight services to post-sale support.
All the digital systems developed by Accenture will be designed specifically for the airline, increasing operational efficiency and reducing operational costs, thanks to a new enterprise-wide cloud-based data foundation.
This agreement will include several tracks to enhance guest value and help deliver the company’s strategic objectives.
Specific initiatives will include a digital experience studio, digital infrastructure decoupling that accelerates and de-risks digital transformation processes, modernization of technical systems, creation of a cloud data lake, and development of a smart guest care centre.
Dr. Khaled Alhazmi, Chief Information Officer, said: “Saudia is looking to reimagine how our guests can choose, buy and enjoy leisure, business, and religious experiences.
“With Accenture’s support, we will create seamless and curated journeys with hyper-relevant experiences across digital and human-driven interactions. Guests will be able to modify flights, purchase transit eVisas, and enjoy new self-service features across all digital channels.”
Gerardo Canta, Senior Managing Director at Accenture, said: “Through this strategic collaboration, our primary aim is to enable Saudia to tap into the combined power of digital, cloud, and data, laying a strong foundation for continued innovation.
“We are honoured to be working with Saudia to achieve its vision of creating a seamless, exceptional travel experience for its customers.”