Tourexpi
The
web-based AI assistant supports airline operations controllers in increasing
the stability and efficiency of daily operations. Both companies worked closely
together on this project. The smart assistant, which is integrated into NetLine/Ops ++, the next-generation operations control
system from Lufthansa Systems, has been in use at the Eurowings operations
control center (OCC) in Cologne since 2023.
Operations
controllers make numerous complex decisions every day. They react to unforeseen
events like weather or strikes to minimize their impact, as such disruptions
can cause high costs for the airline. The operations controller has to analyze
several information sources within minutes to find the best solution. That
becomes more challenging, especially during peak times with a high risk of
disruption when humans are reaching their limits.
NetLine/Ops
++ aiOCC analyzes historical data and monitors all events around aircraft,
rotation, passengers, and crews simultaneously to identify delay risks ahead of
time. Then, it generates concrete recommendations on improving operations in
real time, which is critical in this working environment. To enable the user to
make an informed decision, the system provides additional information regarding
the impact of the proposed solution on the overall resilience, the buffer, and
the propagated delay. The smart assistant focuses on recommendations, the
decision always remains with the operations controller.
Even
if no delay is visible yet, the system can already suggest an improvement. The
agent offers the greatest potential in the morning, as there is significantly
more room for action. For example, the agent suggests swapping legs EW9212 and
EW9213 of AC EXS (aircraft) for legs EW9442 and EW9443 of AC EXW, which will
decrease the propagated delay by 20 minutes. This improves overall punctuality
and provides more buffer time to further stabilize the schedule. The controller
checks this suggestion, implements it, or rejects it with good reason. All user
feedback is evaluated in the background to improve the AI agent continuously.
“We
are so pleased that Eurowings has been involved in this project from the very
beginning. The professional input of their ops controllers was crucial for
developing the smart assistant. We see a huge potential to reduce irregularity
costs when implementing our smart assistant in the OCC. AI and the strengths of
humans with their experience and creativity should complement each other to
improve operations stability,” said Jan-Peter Gaense, Head of NetLine at
Lufthansa Systems.
Image
Credit: © Eurowings
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