Speaker Biograghy: Pierre is the founder and CEO of Airport AI, a leading provider of automated customer service solutions for airports, working with airports such as Frankfurt, Melbourne, Milan and Geneva. At the age of 29, Pierre has founded four successful companies in Hong Kong, Germany and the UK, with a focus on digital marketing and artificial intelligence. Pierre is currently sharing his time between London and Lisbon, where the two offices of Airport AI are located.


Day 3 - 22 March
Session: Customer Service & Passenger Experience

12:55 - 13:25 - Bots and artificial intelligence for airports: feedback and best practices
Synopsis: In January 2017, Frankfurt Airport and Airport AI officially launched the first airport customer service solution relying on artificial intelligence, called FRAnky. The purpose of this presentation is to provide attending airports with an overview of this journey, starting from the challenges airports are currently facing and going through the different steps of the implementation of an automated customer service solution. For the first time, the findings from various product iterations and the analysis of thousands of passenger interactions with the service will be shared with other airports.

Audience will learn:

• Current challenges: an overview of the limitations of traditional digital channels
• Technology breakthrough: how can airports leverage messaging applications?
• Implementation phase: a step-by-step guide to how to build an automated customer service solution
• Marketing best practices: how can airports efficiently promote this new service to passengers?
• A look into the future: what should be expected from airport messaging services?