ABERDEEN International Airport has unveiled an AI-powered digital assistant designed to provide “instant” support for passengers.
Bosses at the airport said the assistant, named Hello Aberdeen, aims to answer routine questions usually directed to airport staff, including directions on how to get around the terminal, providing flight information and suggesting places to eat.
Developed in partnership with Hello Lamp Post, passengers can “speak” with the AI assistant by scanning QR codes located across the airport with their phone.
The digital assistant terminals are able to offer holidaymakers around-the-clock support and are hoped to help free up staff so they are able to complete other tasks.
Mark Beveridge, managing director of Aberdeen International Airport, said he hopes Hello Aberdeen will ensure a “smoother” experience for all those who travel through the airport.
He said: “We are delighted that we have been able to launch this cutting-edge technology that will help passengers with real-time information available.
“This AI-powered assistant we hope will further enhance the customer experience, ensuring a smoother and more personalised journey for all that pass through Aberdeen International Airport.”
A trial of the digital assistant was held last year at Glasgow Airport in partnership with Connected Places Catapult with a focus on passengers who needed special assistance.
The trial which supported more than 12,000 customers found a 50% reduction in queries being received by customer service staff and that 86% of those who used the service were satisfied with it.
Tiernan Mines, co-founder and CEO of Hello Lamp Post, added that the digital assistant terminals will be able to free up staff so they can focus on “what matters most”, providing the best customer support.
He said: “The launch of 'Hello Aberdeen' marks another key milestone in our partnership with the AGS Group, improving the experience for both passengers and staff.
“By freeing up staff to focus on what matters most, we’re ensuring passengers get the best support where it counts.”
