HK Express has partnered with Google Cloud to elevate their data analysis strategy.
Looking to increase the efficiency around processing passenger satisfaction data, the airline turned to Google Cloud to deploy Vertex AI as part of its integrated cloud solution. Since this change, HK Express has experienced a 41 per cent efficiency gain in data analysis.
The airline receives over 10,000 surveys which have traditionally been manually processed by its Journey Experience Design (JED) team. However, Andy Luk, Head of Digital Transformation and Insights, HK Express found this left room for human error.
“The manual process is not only cumbersome and time consuming, but also allows room for human error. By leveraging Google Cloud to deploy our machine learning solution built on Vertex AI notebooks, we are able to quickly and accurately analyse the data we receive and categorize them into the relevant data tables.”
Leveraging digital technology to efficiently derive actionable insights from their passenger satisfaction surveys also helps to bridge a manpower gap that emerged as a result of the pandemic. Luk further noted that the airline is using AI and ML to automate manual tasks helps the airline to operate at an “even more efficient scale.”
Looking forward, the low-cost carrier (LCC) intends to integrate Large Language Models like Gemini, suggesting that generative AI will play a key role in the airline’s strategy moving forward.
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