BIAL teams up with Mu Sigma to deploy AI-led decision intelligence, elevating customer experience at BLR Airport.
Bangalore International Airport (BIAL), operator of Kempegowda International Airport Bengaluru (BLR Airport), has entered into a strategic partnership with global decision sciences company Mu Sigma to advance BLR Airport as a first-of-its-kind “Algorithmic Airport,” driven by data-led decision-making and a customer-first philosophy.
The collaboration strengthens BIAL’s long-standing customer-first approach, with every passenger interaction informed by real-time insights and tailored to individual needs. Leveraging Mu Sigma’s proprietary Decision Intelligence Platform AI and advanced analytical models, BIAL will unify and analyse data across airport operations to anticipate evolving traveller requirements and proactively enhance convenience, comfort, and efficiency. This marks a significant step in BLR Airport’s transformation from a transit hub into a holistic experience hub built around passenger intent.
Through the partnership, BIAL will integrate Mu Sigma’s Decision Intelligence capabilities across key passenger and operational touchpoints. Unified intelligence from existing systems will enable teams to identify patterns, forecast demand, anticipate disruptions, and optimise service delivery in real time. The initiative aims to improve operational reliability, personalise passenger journeys, and consistently elevate service standards across BLR Airport.
Guest-first innovations will be central to this transformation. Predictive analytics will help reduce queues at retail outlets, food courts, and parking areas, ensuring smoother passenger flow. Real-time demand forecasting and dynamic pricing will optimise parking and transport services. Passengers using the BLR Pulse App and the official website, bengaluruairport.com, will benefit from enhanced digital engagement, including personalised recommendations, loyalty rewards, and timely service notifications. Within the terminal, location-based promotions, improved signage, and curated offers will simplify wayfinding and decision-making.
Commenting on the development, George Fanthome, Chief Technical Officer, BIAL, said the partnership reinforces BIAL’s commitment to continuously enhancing airport experiences by enabling personalised interactions, proactive disruption management, and higher operational efficiency, positioning BLR Airport at the forefront of world-class guest experiences.
Dhiraj Rajaram, founder and CEO of Mu Sigma, said BLR Airport has the opportunity to become a global symbol of India’s innovation. He noted that the partnership aims to reimagine the airport experience and create the world’s first true algorithmic airport, one that leaves a lasting impression on travellers and represents India’s technological ambition on the global stage.
BIAL confirmed that every initiative under the partnership will be rigorously tested for measurable impact, with only those delivering tangible improvements in passenger experience being scaled for wider adoption.
Source: PR
