Southampton Airport launches AI-powered digital assistant to provide real-time information and enhance terminal navigation

The following article was published by Future Travel Experience

UK regional gateway Southampton Airport has launched an AI-powered digital assistant. Now live across the airport, it provides real-time information and enhances navigation throughout the terminal.

UK regional gateway Southampton Airport – part of AGS Airports – has launched a state-of-the-art digital assistant, powered by Hello Lamp Post, which is designed to improve the travel experience for passengers. This new Artificial Intelligence (AI)-driven technology, now live across the airport, provides real-time information and enhances navigation throughout the terminal, optimising the experience for travellers.

A trial on using the new digital assistant was held last year at sister airport Glasgow in partnership with Connected Places Catapult with a focus on passengers who needed special assistance. The trial showed:

• 50% reduction in queries being received by customer service staff
• 12,300+ more passengers supported per year
• 86% satisfaction rate with service

Following the success of the trial, Southampton Airport has collaborated closely in partnership with Hello Lamp Post to refine and expand the tool’s capabilities, intending to build on the positive outcomes and making it available to all passengers.

“We are delighted that we have been able to launch this cutting-edge technology in our airport with real-time information available,” said Gavin Williams, Managing Director, Southampton Airport. “This AI-powered assistant will further enhance the customer experience, ensuring smoother and more personalised journeys for all who pass through Southampton Airport.”

Accessible via location-specific QR codes on passengers’ devices, the digital assistant serves as a personal concierge, offering up-to-date flight information, navigation assistance and tailored passenger support. By streamlining airport services, this tool aims to make travel easier and create an inclusive experience for all accessibility needs. Indeed, the digital assistant is a key part of the airport’s ongoing efforts to enhance accessibility and ensure all passengers have a seamless experience.

“We’re pleased to see our AI-powered platform now live at Southampton Airport, following the positive impact at Glasgow Airport,” said Tiernan Mines, Co-Founder and CEO, Hello Lamp Post. “By helping to reduce repetitive questions, our digital assistant allows staff to focus on more pressing matters and provide better support where needed. This is an exciting partnership that puts passengers first, making their experience smoother and more accessible. We’re incredibly proud to be part of a shared effort to improve the travel experience at both Southampton and Glasgow airports.”

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Southampton Airport launches AI-powered digital assistant to provide real-time information and enhance terminal navigation