Robot, AI and Service Automation (RAISA) in Airports: the Case of South Korea

Airports are implementing innovative technologies represented as Information and Communication Technologies (ICT) to prepare for an increase of customer numbers and provide better experience in post-corona era. This study aims to explore the role of technologies recently introduced in airports and the benefits of the such technology-driven transition. To achieve the purpose, this study focuses on technologies of robots, AI, and service automation (RAISA) along with service process from the perspective of airport customers. For the analysis, the best practice of airport in South Korea is selected and provide basic data for RAISA utilization. Through the case analysis, this study categorizes the core technologies utilized in airports and explores the advantages, for instance attaining process efficiency and providing customer convenience from RAISA. In conclusion, despite suffering from the COVID-19 pandemic, it can be a possible opportunity to restructure and reorganize the airport service process through the implementation of RAISA.