Scottish airport becomes latest to introduce virtual customer service agents
Scottish airport becomes latest to introduce virtual customer service agents
Passengers at Edinburgh Airport will now have more assistance as they travel through security in the form of two new multi-lingual virtual members of staff.
The BAA airport’s latest recruits are 'virtual assistant' digital communications systems from queue management specialists Tensator (first installed in Luton; Retail Technology magazine, January/February 2011 innovations section).
Designed specifically for Scottish airport, the new Edinburgh virtual assistants communicate important safety and security messages to waiting passengers in English, Polish, Spanish and Italian in the security search area to help improve communications and subsequently speed up passenger flow through the security check areas.
Each virtual assistant will now provide passengers with important security messages via cutting-edge imaging and audio-visual technology designed to create the illusion of there being a real person standing in the terminal. The completely customisable digital system can deliver a variety of messages consistently, 24 hours a day, in any presentation format, and with no barriers to language according to the provider.
Proven value through customisation
Ajay Joshi, Tensator's media product development manager, commented: “We have worked closely with Edinburgh Airport to ensure that the functionality of our system meets its requirements exactly, from script writing to choosing a Scottish actress to best represent the airport.
“From our experience in this field, we are confident that this installation will provide the client with the same great benefits and improved operational efficiencies that we have seen enjoyed elsewhere.”
Jim O’Sullivan, Edinburgh Airport managing director, added: “Passenger experience is central to everything we do here and we’re excited by these new additions to the team.
"We know that the more prepared passengers are, the quicker their time at security. The virtual assistants are an innovative and creative approach in assisting our passengers to be ready.”
