Canada’s Pearson Airport deploys Symphony SummitAI’s ITSM suite

Canada’s Toronto Pearson International Airport has deployed Symphony SummitAI’s artificial intelligence (AI)-enabled, cloud-based IT service management (ITSM) suite.

The use of Symphony SummitAI’s ITSM suite is already delivering benefits to the airport by enhancing customer service and transforming internal operations.

In the first three months of the solution’s deployment, the airport saw a huge drop in the time taken to resolve tickets.

According to Symphony SummitAI, the first call resolution (FCR) was 81% and the mean time to repair (MTTR) reduced to 1.39 hours from 2.4 hours.

The airport also achieved a customer satisfaction score (CSAT) of 96.5%.

Greater Toronto Airports Authority IT operations associate director John Thompson said: “Symphony SummitAI is a world-class product working for a world-class airport. We needed an ITSM solution that could help us serve our millions of passengers better.

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“Symphony SummitAI delivers significantly better user experiences and a complete solution to IT operations staff to handle day to day tasks in a timely, cost-effective way. Now our ticket resolution time is dramatically lower and our passengers are happier.”

Serving nearly 50 million passengers each year, Toronto Pearson requires IT solutions for several operations such as handling baggage, de-icing, US customs, and passenger check-ins and employee onboarding.

Symphony SummitAI Alps features a digital agent, CINDE, that uses natural language processing and provides instant solutions for 30% of repetitive and manual tasks.

CINDE also makes use of learning from past ticket and agent behaviour information to categorise and prioritise tickets and automatically assigns them.

Symphony SummitAI CEO Satyen Vyas said: “Organisations like Toronto Pearson carry a huge responsibility in terms of customer service. Yet IT departments are constantly under pressure to cut costs and deliver more with fewer resources.

“We designed Symphony SummitAI to speed up resolution times and improve customer satisfaction using AI-based digital agents, all without breaking the budget.”