Toronto Pearson International Airport deploys SymphonyAI Summit for significant Improvements in FCR and CSAT

Airport sees 81% First Call Resolution, CSAT scores of 96.5% within three months of adoption

LOS ALTOS, Calif. – June 11, 2019 – SymphonyAI Summit announced today that Toronto Pearson International Airport is using the company’s AI-enabled, cloud-based IT service management suite to transform its internal operations and improve customer service. A testimonial video is available at

Click to Tweet: @TorontoPearson Airport uses @SymphonySummit’s #AI-enabled, cloud-based #ITSM suite to improve customer service:

Toronto Pearson sees nearly 50 million passengers each year. IT plays a key role, becoming part of day-to-day operations. That’s everything from handling baggage systems to de-icing, checking in passengers, dealing with U.S. customs, on-boarding employees and more. The airport had made great strides in its IT operations, but it still wasn’t enough.

John Thompson, associate director of IT operations for the Greater Toronto Airports Authority (GTAA) knew he needed a better solution. Within the first three months of using SymphonyAI Summit’s ITSM suite, the airport saw its most significant drop in ticket resolution time. First Call Resolution (FCR) has reached as high as 81%. Mean time to repair (MTTR) has been reduced from 2.4 hours to 1.39 hours, and the airport’s customer satisfaction score (CSAT) ranked at 96.5%.

Benefits of the SymphonyAI Summit suite include:

  • SymphonyAI Summit Alps provides 24/7 service desk experience with its digital agent, CINDE. Using natural language processing, CINDE understands the user’s intent and resolves up to 30% of repetitive and manual tasks instantly.
  • CINDE helps categorize and prioritize tickets and assigns them automatically based on what it has learned from past ticket and agent behavior data.
  • SymphonyAI Summit is verified for 12 ITIL processes by Pink Verify.
  • The SymphonyAI Summit mobile app provides access to ITSM capabilities for IT operations staff while on the move.

John Thompson, associate director of IT operations, Greater Toronto Airports Authority, said: “SymphonyAI Summit is a world-class product working for a world-class airport. We needed an ITSM solution that could help us serve our millions of passengers better. SymphonyAI Summit delivers significantly better user experiences and a complete solution to IT operations staff to handle day to day tasks in a timely, cost-effective way. Now our ticket resolution time is dramatically lower and our passengers are happier.”

Satyen Vyas, CEO, SymphonyAI Summit, said: “Organizations like Toronto Pearson carry a huge responsibility in terms of customer service. Yet IT departments are constantly under pressure to cut costs and deliver more with fewer resources. We designed SymphonyAI Summit to speed up resolution times and improve customer satisfaction using AI-based digital agents – all without breaking the budget.”

About SymphonyAI Summit
SymphonyAI Summit is a portfolio company of SymphonyAI. SymphonyAI is a group of companies that provide leading AI-centric solutions for transforming the business enterprise by driving revenue growth and operational excellence, for the retail, CPG, healthcare and industrial verticals, and for finance, IT and other key enterprise horizontal functions. Founded by Dr. Romesh Wadhwani, SymphonyAI is one of the fastest growing companies in the business-to-business AI solutions sector with a plan for $400 million in revenue in 2019 and 1,500 employees.

SymphonyAI Summit’s flagship product, SymphonyAI Summit, is an advanced, modular solution certified by ITIL and Pink Verify. SymphonyAI Summit unifies service management, asset management, and operations management in a single, easy-to-use offering. Enterprises and service providers use SymphonyAI Summit to dramatically reduce cost and complexity of their IT management while improving efficiency, productivity, predictability and control. Leading enterprises across business, financial services, insurance, healthcare, IT and consulting, automobile, manufacturing, aviation and education verticals are delivering better user experience while lowering the cost of managing their IT using SymphonyAI Summit. Website:


PR contact:
Jessica M. Pasko
Nadel Phelan, Inc.
[email protected]

About SymphonyAI Summit

SymphonyAI Summit’s advanced, modular solution unifies service management, asset management, and operations management into a single, easy-to-use platform. Enterprises and service providers use SymphonyAI Summit to dramatically reduce the cost and complexity of their IT management while improving efficiency, productivity, predictability, and control. Leading enterprises across financial services, healthcare, manufacturing, education, and many more verticals are delivering exceptional user experiences while lowering their IT costs using SymphonyAI Summit. SymphonyAI Summit is a portfolio company of SymphonyAI.


About SymphonyAI

SymphonyAI is building the leading enterprise AI company for the digital transformation of the business enterprise, across the most important and resilient growth verticals, including life sciences, healthcare, retail, consumer packaged goods, financial services, manufacturing, and media. In each of these verticals, SAI businesses have many of the leading enterprises as clients. SAI is backed by a $1 billion commitment from Dr. Romesh Wadhwani, a successful entrepreneur and philanthropist. Since its founding in 2017, SymphonyAI has grown rapidly to a combined revenue run rate of more than $300 million and over 2,200 talented leaders, data scientists, and other professionals.