Objectives:
- Reduce inbound calls and emails to CVG customer support staff
- Enhance the customer experience by providing passengers with immediate answers to common questions, offering additional support while reducing the need to call or email customer support
- Collect new passenger feedback each month to understand changing needs and evolving traveler expectations
- Increase average satisfaction scores and reduce passenger stress, by measuring how well the assistant supports passengers and improves the overall airport experience
- Use insights from conversations to address information gaps and better support passengers who need special assistance
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Outcomes:
- Helped streamline passenger support by enhancing efficiency and the customers experience
- More passengers supported, making help more accessible and improving the overall customer experience
- Reliable information delivered across every passenger touchpoint, ensuring consistent and accurate support throughout the airport
- Actionable insights gathered from passenger interactions, helping teams make better-informed decisions and respond more effectively to traveler needs
- Following early success, CVG is also using the tool to support its terminal expansion “Elevate CVG” - sharing live updates to keep passengers informed, avoid disruptions and gather valuable feedback
Hello EA Outcomes:
"The airport assistant has become a valuable part of how we support passengers at CVG. It has helped us respond more efficiently, remain accessible, and gain deeper insights into what matters most to our travelers - all without placing additional pressure on our teams. More than just a tool for answering questions, it’s helped us evolve the way we deliver effective customer service."
Cincinnati/Northern Kentucky International Airport
