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. With customer service automation, staff availability was significantly reduced for passengers with more complex needs or those requiring 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 airport passenger experience.
For smaller airport teams, answering repeat questions and handling routine requests already takes away valuable time. Without a digital solution in place to reduce customer service workloads, meeting these demands would require significant additional resources to handle query volumes, rather than letting staff focus on high-value, in-person support.
Hello Airport is an AI-powered digital assistant for airports, known as a Digital Team Member, created by Hello Lamp Post, designed to provide 24/7 airport customer support for Atlantic City's passengers while assisting staff with their workloads.
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, wayfinding etc), while also supporting operational workflows such as maintenance reporting.
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Available across key touchpoints within the terminal, passengers engage in natural, two-way digital conversations 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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