Swedavia launches AI-based chatbot to answer passenger queries

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Airport operator Swedavia has launched a new artificial intelligence (AI)-based chatbot, Swea, the first to make an appearance at a Swedish airport.

Swea is accessed via the airport’s website and Facebook Messenger page, and is available around the clock to answer questions about flights, baggage arrival times, current waiting times at the security checkpoint and the range of goods and services available at the airport. Passengers are able to sign up to the service so that updates are sent to them automatically.

With the help of text and pictures, passengers can get answers to frequently asked questions in both Swedish and English. Swea will gradually refine its answers as it conducts more interactions with travelers.

Karin Gylin, head of innovation at Swedavia, said, “Our new chatbot is a key component of our digital transformation, which will make it easier for our passengers to ask questions, get guidance and have a smoother start to their journey. We continuously aim to create better customer experiences and take advantage of the opportunities offered by digitization.”

Swea can answer questions from travelers at all 10 Swedavia airports around the clock, regardless of what time zone they are in. The idea is to simplify the entire process for passengers in order to create as smooth an experience as possible.

The Swea chatbot was developed in partnership with Airport.ai, which specializes in developing digital solutions for airports.

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Dan originally joined Passenger Terminal World in 2014 having spent the early years of his career in the recruitment industry. As online editor, he now produces daily content for the website and supports the editor with the publication of each exciting new issue. When he’s not reporting on the latest aviation news, Dan can be found on the golf course or apprehensively planning his next DIY project.

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