CVG Airport: 24/7, Always Available AI Digital Assistant
Every day, thousands of passengers travel through CVG Airport, all with their own unique questions, challenges and journeys. For CVG’s customer experience team, they previously faced a high volume of daily routine questions, which heavily reduced the availability to support passengers who require in-person assistance the most.
Why AI-Powered Passenger Engagement Matters:
As passenger numbers continue to rise each year, CVG faces a growing demand to provide fast, reliable passenger information and support at scale. Without a digital solution, meeting this demand would require additional staff and resources to handle an increasing volume of questions and enquiries, putting greater pressure on their team.
Our Solution (an AI Digital Assistant and Digital Team Member):
Hello Lamp Post created an AI-powered Digital Assistant for CVG Airport, better known as a Digital Team Member, available 24/7 to assist passengers. Acting as a digital extension of CVG's team, Digital Team Members enable travellers' to immediately self-serve their routine queries, access real-time information (including flight statuses, security wait times) etc and discover location-aware recommendations for nearby retailers, offers and services during their visit.
User Experience:
Available across key touchpoints within the airport, passengers engage in a natural, two-way digital conversation with an AI Digital Assistant via their mobile phone, and are able to receive instant answers to their questions, find real-time flight information and request in-person assistance if required, without needing to wait in large customer service queues, or search online.
Staff Impact:
By handling routine passenger questions and automating processes like feedback gathering and passenger assistance, Hello Airport reduces the workloads CVG’s team faces, allowing staff to focus on more complex passenger needs and tasks.
Digital Team Members also automate the collection and structuring of passenger feedback, enabling staff to monitor incoming submissions as they are received via a real-time dashboard.
With access to an increased pool of feedback, staff have greater visibility of information gaps, emerging issues and trends throughout the airport, enabling them to identify and address passenger needs more efficiently.
Since launching in 2024, CVG’s Airport’s Digital Assistant has turned everyday infrastructure into an interactive information network, reducing information friction for passengers and unlocking new operational insights that were previously hard for staff to obtain:
45,000+ unique users
51,000+ total conversations
141,000+ messages exchanged
660+ staff days saved dealing with passenger queries
24,000+ passengers questions instantly answered
Hello EA Outcomes:
"Hello Airport 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."
Brian Cobb, Chief Innovation Officer, Cincinnati/Northern Kentucky International Airport
See how Hello Airport improves passenger experiences
Glasgow Airport: AI Digital Assistant for Passenger Assistance
Aimed at enhancing inclusivity and accessibility, we're handling Assisted Travel requests and queries to help passengers self-serve at Glasgow Airport.
