Will cabin crews be replaced by AI robots?

Artificial Intelligence can alter all the systems that require human intervention. From healthcare services, drug development to shipping and logistics, AI has played an important role in automating almost everything resulting in minimum human intervention. You must be aware of AI robots that are working as assistants in offices, robots that are serving people in restaurants, and also cooking for their masters.

Nowadays, onboard passenger service is often based on AI automated tools. This is because of constant technology development and digital transformation. Passengers can acquire information, make a meal order, and can experience many other automated onboard services.

89% of the Aviation industry is planning to improve customer service and bring rapid development in customer service automation with AI-based virtual agents and chatbots by 2022. The industry is continuously investing in AI-powered tools and automated technologies for customer service. Customer service whether in an airport or airline is a highly essential function.

Automated customer service commonly includes tools like chatbots and voice bots. Chatbots simplify the customer's experience while looking for relevant information and answer either on an airline's website or tablets at airports. Chatbots usually assist in solving problems like flight cancellation, changing the flight, etc. When AI-based chatbots cannot handle the customer's needs, then a real customer service expert mediates in the conversation.

Voice bots mostly assist pilots and cabin crews. By using natural language processing and machine learning, voice bots understand a person's speech and response accordingly. Automated tools help during complex tasks, whether it is a mechanical issue for a pilot or connection loss for a cabin crew. Also, voice bots enhance customer service on board while speeding up communication processes.

Now it's time for AI robots as cabin crew or precisely cabin crews.

Cabin crews are trained to assist every passenger to make their travel comfortable and easy. How will robots carry over the work of cabin crews?

A robot can complete the tasks of cabin crews easily by moving in the aisle to deliver food items to passengers. When the robotic system will be deployed in the airplane, it will simplify the whole process of taking orders and requests from the passengers and providing them with the required items. Robots can also adapt to navigation in the airplane.

The Boeing company invented the "airplane passenger service robot". The passenger service robots can navigate by using sensors that are incorporated into its body. For instance, the robot can detect a passenger standing in the way. After detecting it issues audio-visual warnings. If the passenger does not give way, then the robot will retract its wheels and rest on the floor to let the passenger step over itself. The top of the Passenger Service Robots may include steps that enable the passengers to easily cross over the robot.

AI robots can transform the structure of the present passenger service by getting work done more efficiently and reducing the need for cabin crews. But will that be enough?

The human cabin crew can interpret the emotions of the passenger and understand their needs. Just from a single experience humans understand everything, but in the case of robots it takes time to train them, robots don't learn from one experience, robots need to learn from various experiences, interactions, and training.

The ultimate goal is to serve the passenger, so why not robots and humans work together to reach the demands and needs of the passenger?