Meet DoraBot: Elevating the traveller experience at El Dorado

Technology has become a cornerstone for enhancing passenger experience; an example of this is the arrival of DoraBot, whose mission is to simplify travellers’ lives by offering a travel experience beyond the conventional. This virtual assistant, developed in collaboration with Botmaker, has the ability to maintain conversational flows backed by AI. DoraBot not only informs, but actively transforms passengers’ experiences.

Facilitating travellers’ lives

At the core of DoraBot is its ability to maintain conversation flows backed by AI, allowing for a more intuitive and personalised interaction thanks to its contextual understanding of conversations. Its standout feature is the flight finder, which provides real-time information and the ability to receive alerts about any changes in the itinerary, if desired by the user.

Additionally, DoraBot serves as a guide to explore airport facilities. From details about shops and restaurants to schedules and locations, it provides travellers with the ability to plan purchases or enjoy a meal with precise and up-to-date information.

DoraBot’s versatility extends to consulting requirements for travelling with pets and much more. It invites users to engage in conversations to discover all the functionalities that this virtual assistant offers.

Credit: ElDorado Airport

A comprehensive range of features

DoraBot goes beyond basic information. It offers the ability to confirm wait times in airport queues, allowing travellers to estimate their time and avoid unpleasant surprises. It also informs about parking lot occupancy, facilitating users’ planning of their arrival at the airport in advance. Similarly, it provides the option to book a taxi to or from the airport, adding an additional level of convenience and security.

All these capabilities were achieved through technological integration with airport systems and external platforms, allowing passengers to have an online assistant with the ability to assist them comprehensively.

DoraBot’s continuous learning

A standout feature of DoraBot’s AI engine is its ability for continuous learning. With each interaction, DoraBot becomes smarter, adapting to users’ specific needs and questions. This approach ensures that the virtual assistant evolves constantly to offer more accurate and personalised responses.

The first airport in Colombia to offer this service

El Dorado International Airport marks a milestone by becoming the first airport in Colombia and a pioneer in Latin America to implement such an AI service. DoraBot presents itself as a tool for personalised and friendly assistance, designed to answer questions and provide instant information on various aspects of travel.

From flight details to check-in recommendations, required documentation, and guidance on shopping and services within the airport, DoraBot becomes the indispensable companion for all travellers passing through El Dorado.

An omnichannel and integrated tool

Developed in collaboration with Botmaker, a partner company of Meta, Apple, and Google, DoraBot offers an omnichannel platform with real-time reporting. Its ability to interact with both bots and humans, integrate with GPT, and perform various integrations with clients’ systems positions it as a complete and versatile tool.

To interact with DoraBot, users can explore its functionalities through WhatsApp, Instagram, Facebook, the website www.eldorado.aero, or the El Dorado App. This service is available 24 hours a day, 7 days a week, to ensure continuous assistance to travellers.

DoraBot and El Dorado’s technological transformation

DoraBot joins other technological tools at El Dorado, consolidating its position as a leading airport in integrating technologies to enhance its travellers’ experience. With several technological solutions such as biometric machines for the migration process, self-check-in modules, bag drop-off modules, self-service tax refund devices, and boarding pass reader machines, El Dorado demonstrates a continuous commitment to innovation and user comfort.

DoraBot represents more than just a virtual assistance tool; it is the symbol of technological advancement that defines the travel experience at El Dorado. By merging artificial intelligence with personalised attention, the airport not only improves efficiency, but also sets a new standard in customer service in the Colombian airport industry. Exploring El Dorado with DoraBot is embarking on a journey that goes beyond limits, marking a new chapter in the evolution of the traveller experience.

About the authors

Credit: ElDorado Airport

Luis Soto, who holds an MBA degree and a specialisation in HR Management, currently serves as the Chief Human Resources Officer and Chief Technology Officer at El Dorado International Airport. He has an impressive 18-year professional journey, with a decade focussed specifically on the airport industry. Demonstrating determination and strategic acumen, he has led various areas including human resources management, technology, projects, and innovation.

Credit: ElDorado Airport

Daniel Beltrán has 13 years of expertise in airport operations and technology and presently serves as the Director of Airport Projects and Innovation at El Dorado International Airport. Armed with an MBA degree and an ‘Airport Strategic Management Diploma’ from IATA, along with his involvement since the inception of the El Dorado project, possesses invaluable experience that enables him to drive the forefront of digital transformation at the airport and elevate passenger experience through innovative technology solutions.

Credit: ElDorado Airport

Juan David Micolta is an electronic engineer with a master’s degree in general management and an MBA in project management. He has more than 10 years of experience leading technology projects in the oil and gas and aeronautical sectors. He currently works as head of digital transformation and innovation at El Dorado International Airport. His work focus is generating value for the organisation through technology-based innovation.