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Objectives:
- Reduce inbound calls and emails to ACY 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 and offering 24/7 support when staff may not be available
- 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:
- Following early success, ACY has also launched this on the website to help passengers before or after they travel.
- 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
Project Launched August 28th 2025
Hello EA Outcomes:
As a small team with limited staff capacity for customer support, Hello Lamp Post has allowed 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 the passenger experience at Atlantic City Airport.
Timothy Kroll, Airport Director
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