AI, ML & CX: The Future of Aviation Travel & Security Has Arrived
Reflecting on my recent attendance at the Passenger Terminal Expo 2023 in Amsterdam for Dignari, it is clear that the future of aviation travel and security has arrived. With advances in Artificial Intelligence (AI) and Machine Learning (ML) coupled with a relentless focus on enhancing Customer Experience (CX), the aviation sector has emerged from the COVID-19 pandemic to fully embrace the latest technologies. Through strengthening relationships between governments/agencies, airlines, airports, and service providers, the industry is working towards building a seamless travel experience from curb-to-gate. At the same time, however, the rapid pace at which technology evolves has increased questions and concerns about privacy implications.
Biometric technology has provided a glimpse at an optimal passenger experience in the deployments the field has seen in the last seven years. In this next phase, U.S. Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) are working together to build a strong partnership on biometrics and expand an "on the move" experience with the technology. As the industry and use cases advance, it is essential to prioritize passenger privacy and data security by providing transparent privacy notices and addressing concerns about collecting biometric data. On this point, Diane Sabatino, CBP Deputy Executive Assistant Commissioner – Office of Field Operations, noted that as the world continues to embrace digital identity and biometric technology, it is crucial to address concerns around privacy and cybersecurity. Additionally, Austin Gould, TSA Acting Executive Assistant Administrator – Operations Support, noted that TSA is committed to transparency to travelers' rights to privacy during system operations which is a priority for TSA and CBP, referring to the approach as the "Travel Trifecta," which provides enhanced security, throughput, and happy passengers.
Digital identity transforms the travel ecosystem by providing various opportunities to stakeholders, including travelers, airlines/airports, and governments. With a secure digital identity, travelers can quickly check their bags and access services. Airlines and airports can benefit from improved CX, reduced fraud, and more efficient operations. Governments can enhance security and strengthen border control by identifying travelers before their arrival. However, we must overcome several challenges to make digital identity a reality in the travel ecosystem—starting with a standards-based approach to ensure interoperability and privacy.
The expansion of digital identity offerings will occur gradually, with the industry developing common standards-based solutions to facilitate the adoption of end-to-end digital identity. According to Jason Lim, TSA Identity Management Capability Manager, when asked what he would like to see in the Digital Identity space a year from now, shared two goals: the introduction of a Mobile Driver's License (mDL) reciprocity pilot with another nation-state and Digital Travel Credential (DTC) Type I acceptance at the checkpoint, using DTC as an acceptable form of digital ID.
In today's rapidly evolving threat landscape, cyber policy plays a critical role in managing risk and ensuring the security of businesses. Yemi Oshinnaiye, TSA Chief Information Officer, noted that as CIOs focus on running their organizations, they must also balance and prioritize "getting to yes" when adopting new technologies. While exciting technology—like Zero Trust frameworks and biometric identification—are emerging, it's essential to understand the risks associated with these new technologies. Additionally, as the use of AI increases, identifying and training AI models and algorithms becomes crucial.
Implementing AI and ML at airport security checkpoints has numerous benefits for passengers and airport security personnel, including TSA agents and CBP officers. By discussing the standards as they apply to Open Architecture, airports can ensure alignment with industry best practices and avoid reinventing the wheel. Furthermore, staying up to date with available technology while maintaining a strong focus on cybersecurity is crucial for keeping airport security checkpoints effective and efficient. Using AI and ML, airport security personnel can stay focused on data and security-based outcomes, enabling them to detect potential security threats more accurately. The algorithms used in these programs have resulted in a paradigm shift in screening and algorithm development, and the future could see a global database of images that further improves these algorithms.
Transforming aviation security, staffing, and passenger experience requires a strategic approach that leverages technology and a customer-centric mindset. To achieve this, the industry needs to address the issue of data sharing and flow, which is currently a limiting factor. By increasing the accessibility of data and improving information exchange among stakeholders, we can enhance security while streamlining processes. We must also focus on incremental improvements in throughput and the future of networking CT systems to provide a more efficient and seamless experience for passengers. To further enhance the experience, we should gamify the approach to incentivize passengers to opt-in to security procedures. We must also prioritize "Security by Design" to ensure security integration into the entire passenger journey—rather than being an afterthought at the checkpoint. With these approaches, we can create a more secure, efficient, and enjoyable travel experience.