Toronto Pearson Airport (GTAA) used a Near-field Communication (NFC) scanning system to enable passengers to quickly report problems using their mobile phones. The system reduced the time to report incidents by 97%, and the airport estimated that the system saved 180,000 minutes (3,000 hours) for customer experience representatives. The Toronto airport also transformed its contact center using artificial intelligence-powered automation, resulting in a 40% reduction in calls and an average wait time of less than 30 seconds, a dramatic improvement.