Malaysia Airports, OpenText create digital framework at Kuala Lumpur International Airport



OpenTextâ„¢ (NASDAQ: OTEX, TSX: OTEX), the global provider of Enterprise Information Management (EIM), has announced that Malaysia Airports will be working with OpenText to develop intelligent automation, predictive analytics, and expanded digital services for passengers at the Kuala Lumpur International Airport (KLIA), including its second terminal klia2, the company said.

This project will be executed in phases, through a big data analytics and digital platform that will contribute to the Total Airport Experience (TAE) strategic pillar outlined in Malaysia Airports´ five-year business plan.

The development of this unified digital platform will enable Malaysia Airports to differentiate engagement with passengers and other customers, drive operational efficiency, enable passenger productivity and experience, and drive new and existing revenue streams. Data fed into the digital platform from various existing systems will be analyzed with machine learning and artificial intelligence, providing insights for better decision making to enhance passenger experience as well as business and operational excellence.

As a technology partner, OpenText will deliver digital and analytics capabilities through an integrated software suite, including content and big data management, service quality management, customer experience management and asset management.

The project will kick-start with a mobile application that will help passengers plan their journey. Through the application, passengers can receive real-time notifications on flight status, congestion levels, expected journey times and travel options, as well as airport services such as self-check-in and self-bag drop facilities. With later releases of the app, passengers will be able to access the ´click and collect´ service which allows them to purchase products online and have them delivered to their boarding gate.

This digital transformation will also benefit Malaysia Airports´ commercial partners such as airlines and retailers, as well as other stakeholders at the airport such as the immigration department. Airlines will be able to verify passengers´ authenticity before they enter a secured area by digitally matching the airlines´ check-in data with passengers´ documents. Airlines will also be notified in real-time of passengers´ whereabouts after check-in, helping to improve the overall efficiency of airport and airline operations.

This project facilitates the collaborative relationship between Malaysia Airports and the Immigration Department of Malaysia, helping to ensure queue management efficiency and incident management through digital escalation processes, as well as allocating resources based on the predictive analytics of passenger flow and volume, thus aiding in seamless immigration and emigration clearance. New security scanning facilities and boarding gate readers will also be employed to ensure seamless end-to-end passenger experience.

OpenText, The Information companyâ„¢, enables organizations to gain insight through market information management solutions, on premises or in the cloud. For more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit opentext.com.