Aberdeen International Airport launches AI assistant to improve passenger journeys and reduce pressure on staff

Credit: Aberdeen international Airport

Aberdeen International Airport (ABZ) has launched “Hello Aberdeen,” a digital assistant aimed at enhancing the passenger experience through real-time, personalised support. Developed in collaboration with Hello Lamp Post, the AI-powered tool is accessible via QR codes across the terminal and supports passengers with vital information directly on their mobile devices. It caters to a wide range of travellers, including those with accessibility needs and international visitors.

Details on Aberdeen Airport’s new AI assistant

The system helps reduce routine enquiries directed to airport staff, enabling operational teams to focus on more complex matters. “Hello Aberdeen” also collects valuable data on passenger needs, providing insights that inform service improvements.

Mark Beveridge, Managing Director of ABZ, 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.”

The assistant builds on a successful trial held at Glasgow Airport, ABZ’s sister airport, in collaboration with Connected Places Catapult. The trial particularly focused on passengers requiring special assistance and produced promising results:

• A 50% reduction in customer service queries
• More than 12,300 additional passengers supported annually
• An 86% satisfaction rate with the service

Tiernan Mines, Co-Founder and CEO of Hello Lamp Post, 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.”

The rollout of “Hello Aberdeen” reflects ABZ’s continued investment in innovation and its commitment to delivering a more seamless and informed travel experience for all.

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