Bristol Airport Chatbot
Streamlining the journey ahead
Away we go
When 10 million people move through an airport every year, customer needs start to add up. And in-demand customer service teams are often performing a juggling act: responding to frequent questions and addressing complex issues. In response, Bristol Airport wanted to use technology to push the customer experience forward, reducing passenger stress and streamlining operations in the process. Together with Great State, Bristol Airport launched the UK's first AI powered chatbot to triage the most common queries.
Single source of truth
The goal was a customer service tool that would keep passengers moving and gives teams on the ground room to breathe. To do this, the chatbot would be a single source of truth for customer concerns: undeniably reliable and surprisingly delightful. Developed in collaboration with technical partners at Voxly Digital, the Bristol Airport chatbot is best in class.
Self-serve first
Think about it, you’ve planned dozens of trips but there’s always something you miss. You need to park for a week – but don't know how much it costs. You skipped breakfast to get here on time – but have no idea what’s beyond security. You get to the airport and think to yourself, “Should we have booked a lounge?” Our chatbot has all the answers, and it never sleeps. It intelligently understands and responds to a wide range of queries, while escalating the most complex issues to customer service teams. Comprehensive and intuitive, its responses give users the support and confidence they need to self-serve first. As Bristol Airport continues to grow, its digital customer experience is ready to serve the next generation of globetrotters.
“We expect this innovation to significantly decrease wait times for queries, allowing our call staff to do what they do best – helping our passengers with the most complex and urgent matters.”