# Bengaluru airport to upgrade IVRS amid rising passenger numbers 2026-09-21T20:11:42+00:00 | Governance | Indian Opinion Desk Corroboration: 1 independent outlet Kempegowda International Airport (KIA) in Bengaluru will upgrade its Interactive Voice Response System (IVRS) to handle rising passenger traffic and improve automation. The current system can manage up to 400 inbound calls per day, with a peak-hour capacity of 100 calls. Bangalore International Airport Limited (BIAL) expects a 50 percent increase in traffic over the next five years. The upgraded smart IVRS will raise daily capacity to at least 600 calls and peak-hour capacity to 150 calls. An external partner will first study the airport's requirements and then supply and install the new system. The upgrade is also intended to reduce the workload on call agents. Under the new system, level 1 priority incidents must be resolved within two hours, critical incidents within 15 minutes, and the lowest priority issues within 48 hours. The airport currently operates IVRS for flight information, lost-and-found routing and general enquiries via two phone numbers. ## Indian Opinion Analysis BIAL's investment in IVRS comes as Bengaluru airport handled over 37 million passengers in the last financial year, making it India's third busiest by passenger traffic. The current 400-call daily limit appears modest for a facility of this scale, suggesting that many passengers already rely on mobile apps or web portals for flight updates. The upgrade is likely part of a broader push toward digital self-service that reduces dependence on human agents, a trend seen across major Indian airports. BIAL has also been expanding Terminal 2 and adding new aerobridges to absorb growth. Whether the 150-call peak-hour target will be enough as traffic surges past 50 million passengers annually remains the open question for the next five years. ## Coverage - timesofindia.indiatimes.com Tags: Bengaluru, BIAL, Kempegowda International Airport Canonical: https://indianopinion.org/bengaluru-airport-to-upgrade-ivrs-amid-rising-passenger-numbers/ License: Summary and commentary (c) Indian Opinion, reusable with attribution. Facts belong to the linked sources. Cite: https://indianopinion.org/bengaluru-airport-to-upgrade-ivrs-amid-rising-passenger-numbers/#story-in-brief