A Queue Too Far: Denver Airport's AI Transformation Experiment

Imagine yourself standing, somewhat bewildered, amidst a snaking queue at Denver International Airport. You might expect, given the age we're living in, that queues would be getting shorter with all our technological advances. Alas, not here. The line seemed to stretch on for an eternity, coiling around the building, making you feel more like they're waiting for a once-in-a-lifetime rock concert than a routine security check. ????

The gossip among frustrated passengers is that Denver's SkyTrax rating had plummeted to a rather sad 3/10. Some were passionately declaring it their "worst airport experience" ever, and you can't say I blame them.

And what makes this even more puzzling? Denver International Airport has just splashed out on a shiny new AI-powered image recognition system from the Israeli company, SeeTrue. By the book, this system is something straight out of a sci-fi film – three times better than human eyes at spotting those mischievous prohibited items, ten times quicker, and with half the blunders. ????

The charming Mr. Assaf Frenkel, CEO of the aforementioned company, proudly explains, "SeeTrue uses artificial intelligence and computer vision algorithms to discover prohibited items in bags." And before you ask, yes, he claims that this futuristic piece of technology has already graced several European airports.

So, with this top-notch tech in place, why the Dickensian queues?

The problem, as usual, lies in the execution. Rather than speeding up the process, TSA agents are having to engage in rather tedious conversations with the AI: “Is this a bomb? A gun perhaps? Or Aunt Mabel's infamous fruitcake?” ???? Every flagged item requires a manual check. The result? An agonizing 15-20 minute wait per bag! With a majority of the scanners using this not-so-swift system, it's little wonder queues have wound their way into the baggage claim. ????

It seems a classic case of a good idea, deployed without a sprinkle of foresight. By using TSA agents to essentially 'train' the system on the go, SeeTrue has inadvertently marred the passenger experience. If, as Mr. Frenkel asserts, this system has been a hit in Europe, then surely it should arrive stateside ready to impress?

So, here's a little nugget of advice: The system should flag up truly suspicious items, with agents intervening only when things look amiss. The emphasis must always be on enhancing human experience, not bogging it down. ??

Ultimately, integrating AI into our lives promises a brighter, more efficient future. But as Denver International Airport so vividly reminds us, the customer's experience should never be lost in the dazzle of tech. ????

Kamran Kiyani