"Today the Teleportivity application is currently deployed at LaGuardia Airport and Logan Airport, and we as a company have been implementing several interactive digital signage kiosk programs that are floating with various airports as well as a few welcome center projects that we're working on."
The travel industry has been greatly impacted by the COVID-19 pandemic, with airports and airlines facing significant challenges in adapting to new regulations and keeping passengers safe while traveling. As a result, many companies have turned to technology solutions to help streamline processes and improve customer experience. One such solution is the use of QR code applications in airports. Parabit Systems and Teleportivity recently partnered with Seattle airport to deploy a QR code application as well as digital touch points that increase acceptance and use cases for passengers. The application provides specific customer service for staff as well as customers throughout the entire passenger journey, including multilingual support. This type of technology not only optimizes staff resources but also helps engage volunteers who can be directed through calls from the QR code. Centralized call centers can efficiently supplement any need for physical staff during peak hours, which is particularly helpful given current staffing shortages. Additionally, customers can provide feedback via scanning QR codes which allows them to provide meaningful impact feedback on their experience throughout airport facilities. The Teleportivity mobile app offers a variety of services including visual concierge, wayfinding, accessibility support, maintenance requests, customer approval surveys, security assistance, reservations, and event information. While there may be concerns about information being sold or certain information being highlighted over others through digital wayfinding or information boards in airports becoming revenue opportunities for airport revenue departments who may want to layer ads over these touchpoints Teleportivity assures that their product is not geared towards advertising. However, this does not mean that there isn't an opportunity down the road where someone could scan a QR code and watch an advertisement before gaining access to a specific service offered within the app. For now, though it seems that both Parabit Systems and Teleportivity aim primarily at consolidating operations and providing support services rather than monetizing every aspect of their products. Technological advancements have revolutionized how people travel; both companies are striving to ensure that the use of technology enhances customer experience and offers benefits that go beyond just revenue generation. The integration of various technologies such as Bluetooth, QR codes, and digital touchpoints into one platform can provide a seamless travel experience for passengers. In conclusion, technology is set to play an increasingly important role in the travel industry as companies continue to adapt to changing regulations and new ways of operating. The use of QR code applications in airports is just one example of how technology can be used to streamline processes and improve customer experience. As more companies like Parabit Systems and Teleportivity enter the market with innovative solutions, it will be interesting to see how they continue to shape the future of travel.
Transcription:
Host:
I'm going to turn it over to Rob who is going to talk about his exciting product that we are partnering with.
Rob Leiponis:
Thank you. Good afternoon everybody, I'm Rob Leiponis from Parabit Systems. I'm really excited about being selected to work with Seattle airport and very much looking forward to the deployment of the QR code application as well as potentially a huge deployment of digital touch points that increase the acceptance and use cases of passengers to dynamically see different information being displayed within the kiosks and various different types of QR codes to handle a multitude of use cases. It's a very technical application that we're maintaining. I have a list of things that I'd like to go over with you but we're very excited about the presence of Parabit Systems. Our largest space is the financial community - airports, our second community - financial industry which calls us the Disney of technology; if you can dream it we can make it. The mobile kiosk and video concierge platform is going to provide the application specific customer service for staff as well as customers through the passenger journey throughout airports. Multilingual support is an incredible feature that allows international customers and domestic customers to get incredible experience for support through any of the gates as they walk through the airport and to most important, passengers. It also optimizes staff because now you can engage your volunteers at your home. There's calls from the QR code to be directed to volunteers as well as staff, centralized call centers, and so this is developing. It also consolidates and reduces as well as makes it efficient to supplement any need for physical staff during all peak hours so you can really streamline and optimize your support and centralize it to make it more efficient for your staff and as we all know it's been difficult to find people to work these days so to be able to have that flexibility where you can route calls to anyone you remember very hard is provided by the support and incredible feature that the Teleportivity application provides. Also providing customer feedback, one of the major solutions that's available through it is that Azure QR codes and various different touch points in order to get feedback on whether a customer liked or didn't like or moderately liked something. A customer can scan the QR code and they actually enter information into their mobile app to give you much more meaningful impact feedback on what their experience was once they migrated through facilities in your airport. You mentioned the 60 languages. Today the Teleportivity application is currently deployed at LaGuardia Airport and Logan Airport, and we as a company have been implementing several interactive digital signage kiosk programs that are floating with various airports as well as a few welcome center projects that we're working on. Recently, I was just last week at the ISC West Security Conference and Teleportivity won best in class, for a new chat GBT application where you can actually talk into the phone. It will convert your conversation into the language of the customer service operator that's going to receive your call and they can either text you back in your language or speak back to you to give you the support that you need which I think is a phenomenal feature that the application provides. The consolidation of these types of services into a mobile app since everybody is hostage to their mobile phones I think is a critical way to engage people since that's where most people's time in their spending looking at their mobile phones. As airports are going through various different types of relocation of concessions, construction projects, QR codes and displays can be deployed to help people navigate so if they're custom to find something in a location instead of them being aware that location is now they can scan the QR code where it is and bring up a Wayfinding application and bring them to where there would be a sky priority lounge or a restaurant that they're accustomed to so it really helps with a lot of different use cases which I'll get through to towards the tail end of my discussion. We always build sensors into our digital touch points to determine what are the impressions that particular content is being displayed on the phone but from a Teleportivity perspective the customer walks up to a kiosk that has one or two or multiple QR codes on it that is not engaged in a kiosk. The system can be automatically configured that it connects to an operator and be proactive in them that an operator remotely can ask how can I help them. So we find that is an incredible feature set within the touch point security application to provide best in class customer services to people that are engaging various services and looking for services within an airport. So here's a depiction of how the QR codes will be deployed throughout Seattle. This is the initial phase of the project within their key points of land that are identified where they would like to provide the service. And this is easily being expanded by the traditional QR codes and this basically will be the accounts but as our partner Teleportivity has advised us as well as Seattle that after they've experienced the first few months of utilizing the QR codes they strongly recommend deploying a digital platform so that way QR codes can be updated remotely and provides a much more flexible deployment system for being able to provide additional information, notifications, and various different types of services that the application can provide. This is just a depiction of some of the solutions that we've deployed. On the one on the left is the recent Welcome Center that we designed, fabricated, installed, and monitored and being maintained at the Laguardia Airport in New York City. This is a perfect application for the Teleportivity solutions we've deployed on the ground. And on the right we see the two kiosk applications that we presented to Seattle for future deployment, a single and dual-site kiosk where you can deploy multiple QR codes with integrated sensors in order to really engage the customer, provide a wealth of information, and really the wealth of access to various services on airport, off airport, gives you the opportunity to be able to engage events and attractions off airport, bringing things to the airport, potentially driving more advertising revenue for the airport, as well as helping small businesses within your area to also gain additional business from passengers as they're exiting the facility. Some of the extensive use cases that Teleportivity provides us is a new entry, visual concierge, wayfinding, accessibility support, maintenance requests, customer approval surveys, security assistance, reservations, event information, diamond recommendations, hotel and local attractions, car rental, tech and car, ride share services, hotel reservations, airline communications with the airlines, and then there's a cancel flight. Teleportivity applications can be utilized to help passengers that are granted to book another flight. They can scan the QR code or engage digital signage to immediately get connected to the airlines to have a much better experience about either booking a hotel or booking an alternate flight in order to get to the final destination. Emergency response, finding facilities and concession hours, parking information, lost and found, promoting historical information about the area or the actual airport itself, as well as any artwork that may be employed in the airport while someone is waiting for their flights. So it's really a wonderful application to consolidate information to be accessible through a mobile device via various touchpoints, such as QR codes or digital signage displays. Thank you very much.
Host:
Okay, yeah.
Peter Lawton:
Hi, partly sharing your thought and partly kind of a question for Rob. My name is Peter Lawton. I work for Traveler's Aid in Washington, D.C. I often think about the case of Yelp as like a technology application, of like a sort of wayfinding thing that is heavily influenced by like a revenue generation model. And I wonder, you know, as a customer experience sort of conversation topic, when we look at like digital wayfinding or information boards, I've had a few experiences where I kind of get the experience that I'm being sold something, or that certain information is being highlighted over others. And I can imagine some airport revenue departments seeing these as revenue opportunities, the layer and ads and things like that. So, I just wondered your opinions on that. And if we can keep information as a sort of neutral and wayfinding as a sort of neutral buyer.
Rob Leiponis:
The whole product is not geared towards advertising. It could be. I mean, there are opportunities. You could add opportunities where someone scans the QR code. They would have to watch a small video or advertise for the actual service, but I don't think that's not the initial, like if you're maybe down the road, you know, there is an option to maybe offset the cost of the quality of the technology. But the core product is really to consolidate operations and provide support services to really assist the passengers as well as staff within the organization. But, you know, I can speak to the Teleportivity as a possibility to add that to the whole sort of prompt and also suggest other services based upon the selection that there are services that they're scanning and QR code to maybe give alternative services within the airport as a first phase. That doesn't make sense. If you base the product on information they're selecting, maybe there's alternatives to that, but I think we'll give you some additional information to help with, you know, maybe assist with answering the question.
Host:
Technology, it knows us better than we know ourselves.
David:
Hi, David with ATL. Just a quick question. I'm all for text, but how seamlessly can they all integrate? Because I can see them all being used from one platform but working together throughout.
Rob Leiponis:
I guess from an IT perspective, since it's a model of technologies driven by all these QR code things, their technology can be easily integrated within the Teleportivity application that has the robust feature set that provides it. Because everything that's mobile-based is completely open-ended to our architecture, so it makes complete sense that, and that can be a collaboration with the airport partner, that as services are existing within the airport today or use services that they want to implement into it, any one of our applications can be integrated to provide services that the Teleportivity provides and that boomerang can all be integrated into one platform. From my perspective, I think that the most incredible mobile app experience that I've experienced so far is Heathrow. I mean, it's very engaging, it integrates with Bluetooth, I get constant reminders about the services that they provide. A lot of the applications that all three of us that we provide can be implemented into that. As the passenger walks into a terminal can turn on Bluetooth, they're starting to get notifications of: here are some services that we can provide to you to give you access to all the different services that are available at the airport, as well as the services that each one of our organizations provides as well. So it's an awesome open architecture platform for these types of services to be integrated, as well as support a lot of collaboration for additional new data services that get created down the road.
Host:
That’s fantastic!
