Infobip Case Studies Elevating Passenger Experience with AI and WhatsApp Business: A Case Study on Airport AI

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	Elevating Passenger Experience with AI and WhatsApp Business: A Case Study on Airport AI Infobip

Elevating Passenger Experience with AI and WhatsApp Business: A Case Study on Airport AI

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Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Aerospace
Applicable Functions	Sales & Marketing
Use Cases	Chatbots Leasing Finance Automation
Challenge	Airport AI, a leading AI-powered customer service platform used by over 40 airports globally, was seeking to enhance its customer engagement and support. The company aimed to integrate a communication channel that could simplify customer engagement, answer frequently asked questions efficiently, and expand its reach among passengers worldwide. The desired channel needed to offer ease of use for passengers seeking flight status updates, offers from airport restaurants and shops, directions, and other airport-related information. It also needed to provide real-time communication for faster service updates, two-way communication for interactive and automated passenger engagement, and a reliable and familiar channel with a broad reach and growing global adoption. Lastly, the channel needed to facilitate fast, frictionless connections between passengers and AI bots. Read More
About Customer	Airport AI is a leading automated customer service (ACX) platform for the airport industry. It enables airports to automate customer-facing processes with a combination of Conversational AI and process automation. The platform is used by more than 40 airports across the world, including global hubs such as Frankfurt Airport, Gatwick Airport, and Sydney Airport. It is designed to transform customer support from a cost center to a profit center for airports of all sizes by offering customer support, boosting non-aeronautical revenues, and providing insights about travelers. Read More
Solution	Airport AI chose to integrate the WhatsApp Business platform, the most popular global messaging channel with over 2 billion monthly active users in over 100 countries, into its customer service platform. This integration established simple and clear communication flows to enhance the passenger experience through automated chatbots. By integrating WhatsApp Business as a communication channel into their platform, Airport AI enabled airports like Gatwick, Dublin, Zurich, Geneva, Altanfeethi, Riyadh, Lisbon, Cork, and Barcelona to onboard and educate passengers by providing access to online and downloadable content. It also increased product sales by offering passengers personalized offers via quick buttons or options provided by the chatbot. Furthermore, it enhanced customer support by allowing passengers to make queries, provide feedback, and receive real-time, one-on-one support across their flight journey. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Aerospace

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Leasing Finance Automation

Challenge

Airport AI, a leading AI-powered customer service platform used by over 40 airports globally, was seeking to enhance its customer engagement and support. The company aimed to integrate a communication channel that could simplify customer engagement, answer frequently asked questions efficiently, and expand its reach among passengers worldwide. The desired channel needed to offer ease of use for passengers seeking flight status updates, offers from airport restaurants and shops, directions, and other airport-related information. It also needed to provide real-time communication for faster service updates, two-way communication for interactive and automated passenger engagement, and a reliable and familiar channel with a broad reach and growing global adoption. Lastly, the channel needed to facilitate fast, frictionless connections between passengers and AI bots.

About Customer

Airport AI is a leading automated customer service (ACX) platform for the airport industry. It enables airports to automate customer-facing processes with a combination of Conversational AI and process automation. The platform is used by more than 40 airports across the world, including global hubs such as Frankfurt Airport, Gatwick Airport, and Sydney Airport. It is designed to transform customer support from a cost center to a profit center for airports of all sizes by offering customer support, boosting non-aeronautical revenues, and providing insights about travelers.

Solution

Airport AI chose to integrate the WhatsApp Business platform, the most popular global messaging channel with over 2 billion monthly active users in over 100 countries, into its customer service platform. This integration established simple and clear communication flows to enhance the passenger experience through automated chatbots. By integrating WhatsApp Business as a communication channel into their platform, Airport AI enabled airports like Gatwick, Dublin, Zurich, Geneva, Altanfeethi, Riyadh, Lisbon, Cork, and Barcelona to onboard and educate passengers by providing access to online and downloadable content. It also increased product sales by offering passengers personalized offers via quick buttons or options provided by the chatbot. Furthermore, it enhanced customer support by allowing passengers to make queries, provide feedback, and receive real-time, one-on-one support across their flight journey.

Impact #1	The integration of WhatsApp Business into Airport AI's platform has significantly improved the passenger experience. The platform's automated chatbots have made it easier for passengers to access flight status updates, offers from airport restaurants and shops, and other airport-related information. The real-time, one-on-one support has also enhanced customer support, allowing passengers to make queries and provide feedback more efficiently. Furthermore, the platform has increased product sales by offering passengers personalized offers. The use of WhatsApp Business as a communication channel has also resulted in a significant reduction in customer service costs and increased sales opportunities for products and services.

Impact #1

The integration of WhatsApp Business into Airport AI's platform has significantly improved the passenger experience. The platform's automated chatbots have made it easier for passengers to access flight status updates, offers from airport restaurants and shops, and other airport-related information. The real-time, one-on-one support has also enhanced customer support, allowing passengers to make queries and provide feedback more efficiently. Furthermore, the platform has increased product sales by offering passengers personalized offers. The use of WhatsApp Business as a communication channel has also resulted in a significant reduction in customer service costs and increased sales opportunities for products and services.

Benefit #1	Several airports reached more than 100,000 unique passengers
Benefit #2	Average automation rate of 85%
Benefit #3	Significant reduction in customer service costs

Benefit #1

Several airports reached more than 100,000 unique passengers

Benefit #2

Average automation rate of 85%

Benefit #3

Significant reduction in customer service costs

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Overview

Elevating Passenger Experience with AI and WhatsApp Business: A Case Study on Airport AI

Operational Impact

Quantitative Benefit