-: My name is Steve Mayers,
I'm Director of Customer Experience
and ADA Coordinator
at Hartsfield-Jackson Atlanta International Airport.
That entails ensuring that our passengers
who come through our airport have a seamless experience
from curbside to gate and back.
We have a program called OneATL, that I've designed
to get all of our partners and employees working together
towards one goal and that's taking care of our customers.
So my department, we are the voice of the customer,
whether they have disabilities,
whether they don't speak English.
We're there to ensure that we're able to relay
their concerns to our upper management
and make decisions that impact their lives.
Let's say that a road is blocked or, you know,
you can't do drop off at a particular curbside
or you're changing how you get through security
because you have lanes that are closed,
all of those, we must consider ways to get information
out to our customers, to let them know
that the significant change is happening.
We also have to have directional signage,
so way finding and how to make that change.
We also have to do PSA's, public service announcements,
and we also have to have physical individuals
in that major change in order for us to make it
as seamless as possible and not be, really have a big impact
on our customer satisfaction scores.
How do we respond when somebody complains about this?
How do we educate the public as to why we're doing it?
So, in everything that I've said to you just now,
there's a leadership element, there's a marketing,
there is an educational piece,
there's a communication piece.
All kinds of things that we have to consider,
because it affects one individual who is our customer.
Where we're using AI now to all of the data that we have,
on, that we've been collecting for the last four years
that I've been in the airport, can be now a database
into questions that can be answered by a machine.
So machine learning is becoming a really big thing for us
because most people ask the same questions,
we know the top 10 things that people complain about
in our organization.
Well what we would have to do
is just branch out the questions,
and answer those questions as to how
to get service for that.
Atlanta, what makes it great is that it's in a relatively
stable zone, no hurricanes, no snow storms, right?
So that's why we are one of the best airports,
the most efficient airports in the world,
we are the most efficient airport in the world anyway.