How to build an international, AI intelligent and self-service airport service platform? How to meet the international light? How to achieve airport unattended, but can provide more convenient services? How to realize the AI customer service function of airport?

The self-service system is a set of business system which provides passengers with self-service inquiry of airport related information in order to improve the experience of passengers, reduce the labor cost and speed up the service process, including self-service inquiry, self-service inquiry, self-service guidance, self-service shopping guide, self-service evaluation and other functions.

The background processing capacity of the system shall meet the processing requirements of self-service business of Qingdao new airport, that is, the background processing capacity shall meet the annual passenger throughput of 35 million person times at least in 2025, 8925 person times at home in peak hours and 1838 person times internationally;

Data acquisition and exchange of the system shall meet the specification requirements of the "4 + 1 & rdquo; platform of Qingdao new airport, and cooperate with the primary and secondary platforms of data exchange to complete the data acquisition and exchange of the system for the system.

Under the guidance of the graphic interface of the self-service terminal, passengers can self check the terminal map, various service facilities, flight dynamics, relevant contents of passengers' flight, relevant information of the airline, traffic information from the airport to all parts, weather information, business service information of Qingdao airport, and surrounding businesses Home introduction, Download coupons, check Qingdao airport news bulletin, etc.

Self service query

The system provides two self-service query methods for passengers through self-service terminal:

(1)Intelligent interactive query: the system provides the robot automatic response service, invokes the intelligent knowledge base provided by the service operation platform, automatically retrieves the answers from the knowledge base for passengers through intelligent answers, and displays them to passengers in the form of words.

(2)Information guidance query: the system provides information guidance interface, and passengers can query relevant information by themselves. The system supports touch screen query. The query content includes but is not limited to the following information:

Flight information

Flight plan information

Provide airport flight plan query for passengers, including but not limited to flight number, airline name, departure station, destination, scheduled departure time, scheduled arrival time, etc. Flight plan query can be filtered by key contents such as flight number, origin, destination, etc.

Flight dynamic information

Provide passengers with the query of the dynamic information of the inbound and outbound flights, including but not limited to the flight number, airline name, departure station, destination, scheduled departure time, scheduled departure time, actual departure time, scheduled arrival time, scheduled arrival time, actual arrival time, flight status and other information, such as flights When the status is abnormal, the abnormal reason can be displayed and marked with a special color. Flight information query can be filtered and queried through key contents such as flight number, origin, destination, etc.

Passenger flight information

By inputting flight number or scanning boarding pass and certificate, passengers can find the location of boarding gate and get real-time boarding gate information, flight information and the best route to the boarding gate.

Airline information

To provide passengers with information inquiry of the airline to be navigable in Qingdao new airport, including but not limited to the name of the airline, two word code, official website address, service phone number, general check-in counter location in the airport, etc.

Service information

Service facility query

Query the location information of service facilities such as terminal floor map, VIP lounge, water dispenser, dining room, restroom, bookstore, bank, mother and baby activity room, medical first aid, etc.

Weather query

Query the weather information of Qingdao new airport and its navigable city.

Check the introduction of tourist attractions and routes in and around Qingdao to promote the promotion of "Qingdao business card".

Check the hotel, catering information and tourism information of Qingdao and its surrounding areas.

Check Qingdao airport news announcement and other information.

Frequent passenger service

Frequent flyer registration

Passengers can submit the frequent flyer registration application through the self-service terminal, and the self-service system will transfer the passenger registration information to the frequent flyer management system through data exchange.

Frequent passenger login and inquiry

Passengers can log in the frequent flyer through the self-service terminal, verify the user login from the frequent flyer management system through data exchange, and provide frequent flyer information, mileage, travel record, points, membership level, preferential information, etc. for query.

Frequent flyer points exchange

Through the self-service terminal, passengers can use frequent flyer points to exchange food and beverage coupons, parking coupons, shopping coupons, gift coupons, etc.

Frequent passenger service

Passengers can reserve, enjoy, record and evaluate frequent passenger service through self-service terminal.

Business information

Shop information query

Inquire the shop name, trademark, picture, basic introduction and other information.

Shop floor route guidance/p>

Query the current location, merchant location and guidance route.

Promotional information

The promotion activities of the store in the designated time period are displayed in the form of picture Logo and video.

Coupon

The system provides coupons for the specified time period of the shop. Passengers can print coupons through the self-service terminal and enjoy the product discounts with coupons.

Product advertising

The system provides advertisement playing function, which can play advertisement information circularly when there is no passenger interaction. The advertisement format includes but is not limited to: picture, flash, video, etc.

Introduction to surrounding businesses

Provide information about businesses around the airport, including but not limited to: name, location, business scope, etc.

Traffic information

Road traffic information

Provide highway traffic timetable, ticket price, route and other information query in surrounding areas;

Waterway traffic information

Provide information inquiry of water transportation timetable, ticket price, route, etc. in surrounding areas;

Railway traffic information

Provide time table information, ticket price, route and other information inquiry of Qingdao new airport railway and high-speed railway;

Public transport information

Provide schedule information, ticket price, route and other information inquiry of Qingdao new airport bus and airport bus to the surrounding or urban area;

Parking information

Provide airport parking information, parking space information, parking guidance information and other information query.

(2)Self help inquiry

Video inquiry service

The passenger can talk with the call center customer service personnel through the self-service inquiry terminal, and the background staff will provide inquiry help. The background of the call center can see the real-time picture of the passenger through the camera, and the inquiry terminal will display cartoon characters to realize the video inquiry service provided by the call center customer service personnel to the passenger.

Intelligent inquiry service

Passengers can conduct intelligent interactive inquiry through self-service inquiry terminal or intelligent robot. The system provides automatic response service, invokes the intelligent knowledge base provided by the service operation platform, automatically retrieves answers from the knowledge base for passengers through intelligent answer, and displays them in the form of voice dialogue to meet the voice inquiry function.

The voice inquiry service provided by the system includes but is not limited to flight information, guided shopping information, traffic information and other questions and answers.

(3)Self guided shopping guide

Self guided shopping guide provides route guidance service based on GIS map to passengers through self-service terminal, so that passengers can quickly find the target location.

Provide guidance and introduction for passengers to eat, live, travel, entertain and travel around the airport.

Provide 3D vector map based on GIS. Passengers can query the guidance route from the current location to the target location or from the designated starting point to the target location, provide intelligent path guidance service, route simulation, estimate the journey time for passengers, and recommend the most appropriate route for shopping activities. The system automatically generates route guidance electronic map and two-dimensional code for passengers. Passengers can scan the two-dimensional code to download the electronic map, and provide guidance services for passengers through mobile phones.

The system can automatically recommend commercial information to passengers according to the estimated departure time of their flight, remind passengers to go to the gate and provide path guidance before the departure time of their flight.

The system can automatically recommend business information to passengers according to their past consumption preferences.

The system can realize business classification query, facilitate customers to accurately find the location of the purchased goods shop, and highlight the key shops.

It is required to be able to realize multi semantic recognition, fuzzy positioning guidance, scene query guidance, context correlation, intelligent association prompt.

Provide two-dimensional code promotion information for shop guide.

(4) Self evaluation

Self service evaluation provides systematic support for Qingdao new airport to master passenger demand and service satisfaction survey. Self service evaluation information shall be submitted to the service quality management system for statistics, analysis, processing, allocation, etc. according to the requirements of the integrated service platform system. Through the self-service terminal, passengers can evaluate the services provided by the airport.

The self-service evaluation information shall be submitted to the service quality management system for statistics, analysis, processing, allocation, etc. according to the requirements of the integrated service platform system.

Complaint: the system can collect passenger complaints through the self-service terminal, send the contents of passenger complaints to the call center system through data exchange, and the call center will handle and reply the passenger complaints.

Suggestion: the system can collect passenger suggestions through the self-service terminal, send the contents of passenger suggestions to the call center system through data exchange, and the call center will process and reply to the passenger suggestions.

Praise: the system can collect the praise of passengers through the self-service terminal, and send the praise content of passengers to the call center system through data exchange.

Satisfaction survey: the system collects the satisfaction survey of airport service in the form of questionnaire, and sends the content and results of satisfaction survey to the call center system through data exchange.

(5)Intelligent robot service

Intelligent interactive service needs to support natural language understanding ability, recognize user intention and extract keywords according to natural language (voice input, text input, etc.);

The intelligent interactive service shall support native semantic recognition of multiple languages, including (but not limited to): English, Chinese, Japanese, Korean, etc. At the same time, it needs to support multi language framework, which can be expanded according to specific needs;

The dialogue process of intelligent interaction service and client intelligent interaction needs to be customizable and provide rich message format components, which can be customized through configuration, including (but not limited to): text, menu, graphics and so on;

The intelligent interactive service needs to have the ability to integrate with the business system. It can complete the data format encapsulation through the interface configuration mode, without the need for the secondary development of the interface;

The intelligent interactive service needs to have a management background for intelligent training operations, and provide online testing tools for semantic models and dialogues, as well as data batch testing.

Embedded intelligent interactive service

The embedded intelligent interactive service embeds the human-computer interface of various service application systems in the way of plug-ins, providing intelligent interactive services such as intelligent voice recognition, intelligent semantic recognition, intelligent search, question answer, etc. The intelligent interactive service meets the multi-channel integration ability, can be integrated into wechat, Facebook third-party social platform, mobile app, web customer service system, etc., and can support flexible customization.

Self service terminal intelligent interactive service

Provide intelligent interactive services such as intelligent voice recognition, intelligent semantic recognition, intelligent search, question answer, etc. for self-service terminals; provide professional knowledge, natural language human-computer dialogue ability and intelligent interactive services such as intelligent voice recognition, intelligent semantic recognition, intelligent search, question answer, etc. for intelligent entity robots.

Intelligent IVR voice response service

Provide intelligent IVR voice response service for call center system, directly answer user's questions through IVR voice response service, and intelligent IVR voice response service shall provide Chinese and English services. Intelligent IVR functions include:

Semantic understanding: a basic platform for processing natural languages and integrating various professional processing engines, integrating knowledge of various disciplines, including engine core, intelligent word segmentation, semantic analysis, chat dialogue, scene context processing, knowledge index management, etc.

Intelligent interaction: intelligent interactive voice response supports 7 * 24 hours of intelligent voice response service.

Speech processing: speech processing includes speech recognition and speech synthesis. Speech recognition is to transform speech signal into corresponding text or command through sound recognition technology. Speech synthesis technology is to transform any text information into standard and smooth speech in real time.

The system provides intelligent service robots with multiple passenger service functions to provide intelligent services for passengers. Intelligent robot services include but are not limited to the following functions:

Face recognition

Human perception

Action recognition

Ultrasonic obstacle perception

Indoor navigation

Face tracking

Voice wake up

Directional noise reduction

VAD voice endpoint detection

Somatosensory interaction

Robot welcome

Intelligent dance

Multimedia interaction

(6)System management

System management mainly provides background management of self-service system, including the following functions:

System configuration management: configuration management of self-service system;

Operation audit: the system records all operations in the background of self-service system to facilitate the review of system operations after the event;

Log management: log management is to record the information of hardware, software and system problems in the system, and to monitor the events in the system. Users can use it to check the causes of errors, including system log, application log and security log;

Master data maintenance: maintain the master data of self-service system;

Information publishing: update and publish the self-service system display content;

Equipment management: real-time monitoring of the working status of each self-service terminal equipment; remote start-up and shutdown of the terminal equipment.

The integrated service platform system (service operation platform) provides intelligent interactive services for service systems. Each application system calls intelligent interactive services, and sends interactive requests to intelligent interactive services with words or voice. The intelligent interactive service processes the text and voice with intelligent speech recognition, intelligent semantic recognition and intelligent search, and sends the problem to the intelligent search engine of the intelligent knowledge base. The intelligent search engine intelligently segmented the question, index the similarity of the segmentation and match the semantic rule template, and calculate the similarity of the inaccurate match again. The calculation results are sorted according to the similarity and compared with the engine threshold. The knowledge with the highest similarity after calculation is taken as the standard answer to the question, and the intelligent interactive service feeds the answer back to the calling system in the form of text or voice Unified.