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Introduction

We've created a digital assistant for Glasgow Airport that improves accessibility and answers passenger queries.

Challenges

- Evaluate the reduction in staff time spent handling routine enquiries and support requests
- Assess the overall improvement in passenger experience and navigation within Glasgow Airport
- Measure the effectiveness and accessibility of interaction points designed for individuals with disabilities or impairments
- Track the number of successful assists provided to people with reduced mobility
- Gauge satisfaction levels among users with disabilities regarding the support and assistance received
- Monitor the adoption rate of the virtual assistant by all passengers, including those seeking general information and support

Solutions

We’ve developed a digital assistant for Glasgow Airport to enhance inclusivity and accessibility. This tool efficiently addresses passenger enquiries on various topics, including emergency assistance, retail, entertainment, transportation and support services. It also provides real-time flight information through an integrated API and offers additional help to those who need it.

Results

- 50% reduction in queries being received by Passengers with Restricted Mobility (PRM) and customer services teams
- 250+ days per year of staff time given back to Glasgow staff
- 12,300+ more passengers supported per year
- 33.8% increase in passenger feedback (CAA)
- 100% of passenger queries resolved with an instant response
- 86% satisfaction rate with service

The technological advancements we’re seeing today in areas such as artificial intelligence and augmented reality could play a key role in how we improve these vital services and further enhance the customer experience.

Ronald Leitch,
Interim Chief Operating Officer at AGS Airports

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