How We Did The Investigations The Case of the  Misconnecting Passengers
We’re Getting Lots of Questions…  <ul><li>Hi Everybody, </li></ul><ul><ul><li>We wanted to answer your questions about how...
Case in progress You can help! BSI Teradata Presents…  The Case of the Misconnecting Passengers
The Case  <ul><li>You work in  AirLondon Operations , and handle misconnecting passengers  </li></ul><ul><li>BSI has been ...
The Problem At Frankfurt  Planes report their locations every 15 seconds.  Using Airport Tracker, AirLondon can load this ...
BSI Assignment – Do Better Rebooking Jodice, Director of BSI,  runs a tight ship and expects fast work on all our client c...
AirLondon’s System Architecture CRM Corp  LAN Teradata Production 2 Nodes 5600H  Dev  – 1 Node 5450H  Test – 1 Node 4550H ...
Four Impacted Passengers Missing LHR Flight AirLondon uses security cameras at check-ins, so a frame is stored with the Pa...
IMPACTED PASSENGERS – Basic Data The initial report uses customer frequent flier and booking data
Revenues, Profitability, and Frequency Scoring This table shows predictive modeling results from SAS, along with profit sc...
Channel Use Channel data, including records for each interaction and booking, is collected in the Teradata Database and sc...
Front-line Screen for Agents <ul><li>Helps front-line people – like gate agents, even the flight attendants - make “smarte...
Screen for Passenger Agents - LANA  Historic and Real-Time Factors
A Little Bit on the Screens <ul><li>The reports and dashboards can be created using any BI reporting tool. </li></ul><ul><...
Steffi’s Not Having A Good Day We put Call Center information on two screens – here you can see it on the Channel view scr...
Creative Idea – Interact With Passengers  The idea is to connect Teradata directly, again with portlets, to the Web render...
Creative Idea  Once the customized offer is accepted, a letter and updated itinerary, including the dinner and hotel vouch...
Solution <ul><li>Conrad and Jason were the BSI team’s top two picks </li></ul><ul><li>However, when we interacted with Con...
The Better Rebooking Rules Engine There is really no limit to the number of factors  that can be added to the Rebooking En...
Takeaways? <ul><li>You  can  use data to make decisions </li></ul><ul><li>The decisions may be complex – with tradeoffs be...
 
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How We Did It: The Case of the Misconnecting Passengers

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Join the BSI team as they help AirLondon realize the value of real-time, integrated data and analytics to enable smarter decision-making from operations to gate agents. In the case of The Misconnecting Passengers, the BSI Team builds a dashboard and underlying rules engine using life-time value, profitability, passenger preferences, and CCR data to enhance rebooking processes and improve customer satisfaction.

For more information, please visit http://on.fb.me/BSI_Teradata

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  • AirLondon has a fairly typical system configuration – 5 TB of data on a 2 node 5600, plus a development and a test system. They use MicroStrategy as their reporting tool, plus SAS, Teradata Integrated Web Intelligence, and Teradata Value Analyzer for business analytics, and Teradata TRM and a Siebel Contact Center.
  • How We Did It: The Case of the Misconnecting Passengers

    1. 1. How We Did The Investigations The Case of the Misconnecting Passengers
    2. 2. We’re Getting Lots of Questions… <ul><li>Hi Everybody, </li></ul><ul><ul><li>We wanted to answer your questions about how we did our brainstorming to help AirLondon in the Case of the Misconnecting Passengers. </li></ul></ul><ul><ul><li>These slides will give you an idea of our clients’ architecture and some details from our investigation. </li></ul></ul><ul><ul><li>Take a look, and if you still have questions, shoot them to us! We’re all on Facebook. </li></ul></ul><ul><li>Yours truly, </li></ul><ul><li>Neuman Hitchcock </li></ul><ul><li>Chi Tylana </li></ul><ul><li>Mathieu Ames </li></ul>
    3. 3. Case in progress You can help! BSI Teradata Presents… The Case of the Misconnecting Passengers
    4. 4. The Case <ul><li>You work in AirLondon Operations , and handle misconnecting passengers </li></ul><ul><li>BSI has been hired to help build a new Rebooking Rule Engine , using Teradata Database </li></ul><ul><li>There’s a Misconnect Situation at AirLondon’s hub in Frankfurt . Four people are trying to get to London from various places. Only two available seats exist on AirLondon’s last flights of the day </li></ul>YOUR JOB: Use enterprise data to make the optimum decision: Which two passengers will go to London? Which will stay overnight in Frankfurt? AL AL
    5. 5. The Problem At Frankfurt Planes report their locations every 15 seconds. Using Airport Tracker, AirLondon can load this information into its Teradata Database, and Operations can see continuous flight status.
    6. 6. BSI Assignment – Do Better Rebooking Jodice, Director of BSI, runs a tight ship and expects fast work on all our client cases. Because we all fly, it didn’t take long to understand the problem.
    7. 7. AirLondon’s System Architecture CRM Corp LAN Teradata Production 2 Nodes 5600H Dev – 1 Node 5450H Test – 1 Node 4550H Reporting 5TB Business Analytics Teradata Relationship Manager Teradata IWI and Value Analyzer
    8. 8. Four Impacted Passengers Missing LHR Flight AirLondon uses security cameras at check-ins, so a frame is stored with the Passenger record in the Teradata Database .
    9. 9. IMPACTED PASSENGERS – Basic Data The initial report uses customer frequent flier and booking data
    10. 10. Revenues, Profitability, and Frequency Scoring This table shows predictive modeling results from SAS, along with profit scores from Teradata Value Analyzer. We used historical Revenue, Costs, and future Bookings tables to compute the Freq Score.
    11. 11. Channel Use Channel data, including records for each interaction and booking, is collected in the Teradata Database and scored. Notes come from Teradata’s Integrated Web Intelligence bailout analysis web tool and Siebel call notes.
    12. 12. Front-line Screen for Agents <ul><li>Helps front-line people – like gate agents, even the flight attendants - make “smarter” decisions. They can apply the human touch to help AirLondon beat their competitors on customer service </li></ul><ul><li>The next shot shows a revised screen shot that we want to provide to gate agents so they know details for each customer </li></ul><ul><li>The goal is to have one screen with all helpful context, including history and value, but more important What’s Happening Right Now and What Will Happen </li></ul><ul><li>For Lana, we added info about Check in (the baby) and the real-time Rome bag status </li></ul>With Active Data Warehousing enabled through Teradata, clients easily transition from traditional “back-office” uses of their Teradata Database to the “front-line” or active uses of enterprise information.
    13. 13. Screen for Passenger Agents - LANA Historic and Real-Time Factors
    14. 14. A Little Bit on the Screens <ul><li>The reports and dashboards can be created using any BI reporting tool. </li></ul><ul><li>Reports are made up of Portlets, and the screen rendering engine makes web service callouts using Service Oriented Architecture (SOA) middleware like TIBCO (or IBM WebSphere, Oracle Fusion, SAP Netweaver, or Microsoft) – doesn’t really matter to Teradata Database – there are lots of front-ends </li></ul><ul><li>The user screens are simply a Web Service request that gets unwrapped and SQL comes our way </li></ul><ul><li>The results go back (often wrapped in XML for interoperability purposes), then displayed by the screen manager </li></ul>
    15. 15. Steffi’s Not Having A Good Day We put Call Center information on two screens – here you can see it on the Channel view screen. The negative comment could be run through Attensity to get a sentiment score and added to rebooking factors automatically.
    16. 16. Creative Idea – Interact With Passengers The idea is to connect Teradata directly, again with portlets, to the Web rendering engine with SOA call-outs. An ordered list of passengers who need to be rebooked is stepped through one at a time, giving them each an option. If the offer times out with no response within a preset time, then the next prioritized passenger is made an offer until we’ve exhausted the possibilities.
    17. 17. Creative Idea Once the customized offer is accepted, a letter and updated itinerary, including the dinner and hotel voucher will be printed and handed to him when he arrives. Teradata also can send it to him via SMS or e-mail message if he prefers.
    18. 18. Solution <ul><li>Conrad and Jason were the BSI team’s top two picks </li></ul><ul><li>However, when we interacted with Conrad, we discovered he was tired and would be happy to a take a mid-day flight the next day </li></ul><ul><li>And Jason’s home is in Frankfurt so given the delays, he doesn’t want to go on to London. He cancels </li></ul><ul><li>So now we have room for both Lana and Steffi (who is still unhappy) </li></ul>
    19. 19. The Better Rebooking Rules Engine There is really no limit to the number of factors that can be added to the Rebooking Engine. All factors are modeled within the Teradata Travel Logical Data Model As next steps, it would be important to compare the various treatments of customers with their subsequent booking activities and customer feedback to see what’s working and what isn’t.
    20. 20. Takeaways? <ul><li>You can use data to make decisions </li></ul><ul><li>The decisions may be complex – with tradeoffs because of capacity -- which is why you may need to automate the decisions </li></ul><ul><li>The rules you use will evolve over time, be refined </li></ul><ul><li>You can measure the consequences of decisions – good vs. bad </li></ul><ul><li>You can tie decisions to business goals </li></ul>
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