Contactless Service: Artificial Intelligence Applications of Airports

Airports are an essential part of the airline value chains. Artificial intelligence (AI) technologies are widely used at airports; they utilize two technologies: face detection and recognition. The study examines how passengers' performance expectancy and emotions affect satisfaction and willingness to adopt the AI service of passengers via familiarity. Based on the AI device, it uses acceptance and socio-technical systems perspectives; participants who adopted the AI service in airports in Beijing, Taipei, and Singapore who have the potential to use AI service usage experience more than three times; 387 completed questionnaires. A satisfaction model was analyzed using the partial least squares approach; this study used purposed sampling to collect data based on the passenger volume analysis by those airports, and 387 completed questionnaires were analyzed. With the rise of AI innovation services in airports, passengers can quickly complete boarding procedures through AI innovative services. The research findings point out that passengers' performance expectancy and emotions positively affect familiarity with AI services for passengers. AI innovations provide a service change driver for and have the potential to replace human tasks and intelligence and analytics applications at airports. AI services are a powerful tool for airports to serve their passengers efficiently, and airports will collaborate with airlines to serve passengers with AI.