Delta Airlines Takes Flight with Amazon Web Services • The Register
Delta Airlines celebrated Amazon Prime Day this week by charting a course for AWS, naming the cloud giant as its preferred cloud provider.
The multi-year deal will see Delta, one of the largest national airlines in the United States, modernize and migrate its workloads to AWS, with a focus on leveraging its data pits to generate new insights on the day-to-day operations of the airline.
“We’re not just transforming our IT backbone – we’re mobilizing our entire customer organization to use cutting-edge technology to significantly improve our customers’ travel experience,” said Rahul Samant, CIO of Delta. , in a press release.
What Samant doesn’t say, and what would be most revealing, is what this computer backbone entails. The airline focused on routine customer-facing applications in its statement and did not hint at the scale of this “backbone” replacement.
The migration sweeps across a number of application areas, including moving the customer service center to Amazon Connect – the cloud provider’s managed contact center service – to improve the experience for customers making reservations or enquiring. help by phone. For those who can’t stand the thought of waiting on hold, the service also allows Delta’s customer support staff to respond to customers via online chat, according to the companies.
As part of the agreement, Amazon will provide training to Delta personnel through the AWS Designated Virtual Trainer program, which the airline says will accelerate its migration to the cloud and facilitate the development of modern internal and customer-facing applications. The company plans to extend this training to each of its global hubs.
While Delta has provided few details on how AWS will play into those goals outside of its call center, a similar deal American Airlines signed with rival cloud provider Microsoft Azure earlier this year offers some clues.
American touted the deal as a way to cut costs, increase efficiency and support its eco-sustainability goals. And like Delta, American has its sights set on using data and analytics to improve operations. America says moving to Azure would speed up baggage tracking, enable preemptive rerouting based on weather conditions, and allow larger changes to be simulated via digital twins.
A first application of this data-driven insights launched this spring at Dallas Fort Worth International Airport, American’s flagship hub. Here, the airline deployed an Azure-based “smart” closing program to eliminate the need for manual gate scheduling. The program analyzes multiple data points for each landing and departure and automatically assigns planes to the nearest gate.
The register contacted Delta Airlines for more information on how it plans to leverage Amazon’s sprawling cloud portfolio; we’ll let you know if we learn anything new. ®