Bristol Airport
The UK’s first airport chatbot powered by Generative AI.
What Bristol Airport needed
Today's air passengers have higher expectations than ever when it comes to their digital experience. For routine enquiries, customers expect intelligent self-service options to be available around the clock. If a more complex issue arises, they want a streamlined journey to get the support they need.
Bristol Airport caters to the diverse needs of nearly ten million customers every year. Whether it’s connecting friends and family, enabling international business travel, or serving as the first touchpoint for those entering the UK from abroad, each customer group has distinct needs, questions, and requirements.
With the ambition to remain at the forefront of digital innovation in the UK airport sector, our job was to work with Bristol Airport to help them respond to these shifts in customer expectations. Our role was to enhance their integrated digital customer experience and embed it throughout the user journey.
What we did
As their long-standing strategic digital customer experience partner, we collaborated with their stakeholders and undertook comprehensive research into the needs of the organisation and its customers.
In response, we identified and recommended a new strategic, tiered customer service model based around a best-in-class chatbot solution powered by Generative Artificial Intelligence (AI).
Together with our technical partners at Voxly Digital, we developed an innovative chatbot solution that uses Bristol Airport’s up to date website as a single source of truth. By intelligently understanding and responding to the broad range of queries, the Bristol Airport chatbot seamlessly does the ‘heavy lifting’ for users, quickly equipping them with the information they need to complete their journey on their terms.
This innovation provides personalised responses to common queries 24/7 and is able to handle the many complex and varied questions to come from Bristol Airports customers. The 'self-serve first' approach empowers passengers to quickly and easily find solutions to their question whilst acting as a triage service, streamlining the efforts of their highly-skilled customer service centre staff.
The solution needed to be robust, and it was critical for us to ensure it was secure.
“We believe that Conversational AI is one of the key technologies powering and underpinning customer experience improvements for enterprise organisations like Bristol Airport. With 24/7 support, rapid response times, and the freedom to ask direct questions at any time”. - Ravi Lal, Founder, Voxly Digital
"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.”
The impact
Launched in time for the summer travel rush, the AI chatbot has provided Bristol Airport with a future-proof foundation to better support customer needs.
It demonstrates the importance of understanding real business challenges and leveraging innovative technology to deliver effective solutions.
The Bristol Airport chatbot is set to support its customers through ambitious expansion plans, accommodating increasing passenger numbers and enhanced infrastructure.
To find out how we can help you to deliver the digital experience your customers expect, get in touch.