There is hardly any other place that is as busy as an airport. It is busy at every conceivable hour. International and domestic passengers from a multitude of different countries, cultures and cities stream through the wide corridors of the large halls every second, all with the same intention: to reach their destination as effectively as possible. AI chatbots have proven to be a successful solution for a variety of business sectors in recent years. At airports in particular, there are numerous opportunities to successfully deploy chatbots to improve the customer travel experience and optimize operations. In this article, we explain 4 use cases for the use of chatbots with artificial intelligence at airports.

1. information provision through the entire passenger journey

When it comes to planning their vacation and getting to their dream destination, passengers have a lot of questions. Travelers are impatiently stuck in phone queues and your employees are manually answering recurring queries. AI chatbots can be used as personal assistants for travelers who have questions about flight times, gate information, baggage collection and other airport services. The chatbots are helpful in navigating through the airport by providing travelers with directions to the gate or other facilities. They can also provide information on airport rules and regulations, such as carry-on baggage policies or duty-free regulations.

This saves customers stress and gives employees more freedom to respond more quickly and precisely to particularly advice-intensive or sensitive inquiries.

With the help of chatbots, passengers can be supported around the clock throughout the entire passenger journey. This makes it possible to provide full support, from planning and booking to aftercare (e.g., in the event of lost baggage).

2. airport parking management through chatbots

Are customers stressed at the airport and don't know where to take their car or where there is even a free space? And how high is the parking rate?

All parking-related questions can be answered using a chatbot. This allows travelers to get an idea of the parking situation even before they arrive at the airport. This includes the various parking garages and spaces, but also the parking rates or which parking garage is optimal for long-stay parkers or for picking up people.

As customers demand answers faster and faster, even at 4 a.m. while standing outside the parking garage, chatbots answer queries with 24-hour availability and do so immediately. These two characteristics make AI stand out. According to Salesforce, 69% of consumers prefer chatbots because they provide an immediate response.

3. data analysis and passenger feedback via chatbots

The data collected by chatbots in the form of analysis of the questions asked and the proactively obtained feedback from the AI chatbots can be used to optimize the service. User insights are collected so that trends and opportunities for improvement can be identified at an early stage. This in turn allows customer needs to be adapted based on passenger feedback. The constant influx of questions generates new data that benefits the continuous improvement of the entire airport.

4. chatbots for internal communication with airport employees

What's for lunch in the canteen today? What is the shift schedule for the coming month?

Another practical area of application for chatbots in the airport sector is internal communication with employees, as AI chatbots not only offer advantages for general customer communication at airports. They can function as employees' personal assistants, helping to optimize processes and tasks.

Chatbots also offer a wide range of applications in internal communication. From information about flight times, to personnel planning, to operational processes, there is a lot of scope here. They can also provide training and various materials to keep employees up to date and integrate new employees quickly and easily.

In addition, chatbots can network different departments at the airport to serve as an interface for information exchange.
They can relay information from the security department to ground staff to ensure that all relevant information about potential concerns or changes in security protocols is known.

Especially for personnel, communication in multiple languages is often important, which is why chatbots can process and output both questions and answers in multiple languages. This ensures smooth communication and understanding.

By using chatbots for internal communication, airport operators can increase the efficiency of their work processes and boost the productivity of their employees. Employees have quick access to important information at all times and can focus on meaningful tasks without wasting time and energy searching for information.

Your advantages in a nutshell! 

In summary, AI chatbots offer many benefits for airports: from providing information for travellers toimproving internal communication and optimizing workflows. They help to increase customer satisfaction, improve service efficiency and increase employee productivity.

If you are interested in using AI chatbots for your airport, arrange a meeting with our Conversational AI experts. In a no-obligation demo, we will show you how AI chatbots can improve your operations. Take the opportunity to learn how AI chatbots can help you optimize your airport's customer service in a fully automated way.