With a small customer service team and thousands of passengers travelling through Atlantic City Airport, ensuring every traveller has access to the appropriate support was a growing challenge.
However, valuable staff time was being taken away by regularly answering common questions, reducing the availability for staff to support passengers with more complex needs, and those who require in-person support.
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As each year passes, passenger numbers are only going to continue increasing, and with this rise, comes increased pressure on staff to deliver the same high quality experiences.
For smaller airport teams, answering repeat questions and handling routine requests already takes away valuable time. Without a digital solution in place, meeting these demands would require additional resources to handle the increasing volume of queries to allow staff to focus their time on higher-value customer service.
Hello Airport is an AI-powered Digital Team Member, created by Hello Lamp Post, designed to support Atlantic City’s passengers and assist staff with their workloads, 24/7.
Acting as a digital extension of Atlantic City’s team, Digital Team Members are available across the airport, enabling passengers to immediately self-serve their queries, access real-time information (on flight statuses, security wait times etc), while also supporting operational workflows such as maintenance reporting.
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Available across key touchpoints within the airport, passengers engage in a natural, two-way digital conversation with an AI Digital Assistant via QR-enabled signage. Using their mobile phone, passengers can receive instant, location-specific answers to their questions and access flight information, without waiting in large customer service queues, or searching online.
For Atlantic City Airport’s small customer service team, reducing the amount of repetitive queries handled has created valuable additional capacity for staff to help those with more complex needs, and more time to focus on other important priorities around the airport.
The automation of operational workflows and feedback gathering has also enabled staff to respond more efficiently to issues, pain points and reports raised through Hello Airport’s Digital Team Members. Accessible via a real-time dashboard, staff are provided with greater visibility of data to improve operational efficiency and the passenger experience.
Since launching Hello Airport, Atlantic City Airport has been able to achieve:
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As a small team with limited staff capacity for customer support, Hello Airport allows us to reach and support more passengers than ever, while actually saving staff time and resources.
Providing 24/7, multilingual access to information is helping to greatly improve passenger experiences across all of our touchpoints.
Timothy Kroll, Airport Director
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