Bengaluru Airport News: Automated Call Enquiry System to Get Major Upgrade
Bengaluru Airport News
Kempegowda International Airport (KIA) in Bengaluru is planning to upgrade its existing automated telephone enquiry system to handle the growing number of passenger queries. The new system is expected to improve passenger service, increase automation and provide better support as airport traffic continues to rise.
The airport currently uses an Interactive Voice Response System (IVRS) for passenger enquiries. The system allows callers to receive flight information and other airport details through automated voice menus. Passengers can follow instructions by pressing keys on their phones or using voice commands.
According to Bangalore International Airport Limited (BIAL), the planned upgrade is mainly being considered because of increasing passenger numbers and the expansion of airport terminals.
As more people use the airport, the number of enquiries related to flights, airport facilities and other services is also expected to increase. The upgraded IVRS system is intended to help manage this additional demand.
The existing system provides information about flights, lost-and-found services and general airport enquiries. Passengers can currently use the airport’s enquiry numbers 080-6678555 and 080-47406666.
At present, Bengaluru airport’s IVRS system can handle up to 400 incoming calls a day. Its current peak-hour capacity is around 100 calls.
BIAL expects passenger traffic to increase by about 50% over the next five years. With this expected growth, the existing call-handling capacity may not be sufficient to meet future demand.
The planned upgrade is therefore focused on creating a system that can handle more calls without putting additional pressure on customer service agents.
The upgraded smart IVRS system is expected to increase the airport’s telephone enquiry capacity.
BIAL expects the system to be capable of handling at least 600 calls per day within the next five years. Peak-hour capacity is also expected to increase from 100 calls to around 150 calls.
This higher capacity could help passengers get information more quickly, particularly during busy periods when call volumes are high.
Another expected benefit of the upgraded system is a reduction in the workload of human call agents.
Routine questions about flight schedules, airport information and other basic services can be handled through automated menus. This could allow agents to focus on enquiries that require personal assistance or detailed support.
The system is also expected to be scalable, meaning it can support the airport as passenger numbers and terminal facilities continue to grow.
The planned IVRS upgrade is part of Bengaluru airport’s broader focus on improving passenger experience through technology and automation.
As airport operations expand, digital and automated services can help passengers access information without always needing to speak directly to an agent.
The upgraded system is expected to provide greater capacity, better automation and improved support for passengers contacting the airport by phone.
With BIAL expecting significant growth in passenger traffic over the next five years, the new IVRS system is being planned to meet future demand and make airport enquiry services more efficient.
Ajeet Yadav is an aviation enthusiast covering airline news, airports, aircraft, and industry developments through well-researched and reliable reporting.
