Lyon-Saint Exupéry Airport innovates with a virtual agent to assist passengers using artificial intelligence

In a world where technology is evolving by leaps and bounds, Lyon-Saint Exupéry Airport stands out for its commitment to innovation. It is not just a departure point for new destinations, but a true think tank where artificial intelligence (AI) takes shape to enhance the travel experience. At the heart of this evolution is a new service: a virtual agent designed to transform passenger assistance through seamless and intuitive interactions. This initiative is part of Vinci Airports’ mission to modernize the aviation sector and offer quality customer service, while integrating cutting-edge technologies that improve traveler mobility. Innovation at the heart of Lyon-Saint Exupéry Airport As an essential component of the airport ecosystem, Lyon-Saint Exupéry Airport is constantly adapting to the changing needs of passengers. By 2025, digitalization and the use of artificial intelligence have become essential in the air transport sector. The new virtual agent, installed in Terminal 1, represents a significant advancement in customer service.Introducing the Virtual Agent This innovative service is based on generative artificial intelligence technology that allows the virtual agent to communicate with passengers in an efficient and personalized manner. With the ability to speak around thirty languages, it makes the airport truly accessible to all, without language barriers. Passengers can ask questions on various topics, from flight information to services available on-site. Key Features of the Virtual Agent The virtual agent offers a range of features that enhance the travel experience, including:

Viewing flight information in real time

Passenger orientation using an interactive airport map

General information on services, shops, and destinations

Support for activities available in the Lyon region This deployment not only illustrates the airport’s commitment to improving customer service, but also to integrating cutting-edge technological solutions into daily operations. The role of virtual agents in improving passenger assistance With the rise of air travel, the need for efficient passenger assistance is greater than ever. Today’s passengers are looking for quick and accurate answers to questions that often arise before, during, and after their flight. In this context, Lyon-Saint Exupéry’s virtual agent plays a central role.Benefits for travelers

This artificial intelligence-powered assistance service offers various benefits:

24/7 accessibility:Travelers can get answers at any time, making the airport even more welcoming. Reduced queues:Thanks to instant responses, fewer passengers head to service counters.

• Personalized experience:
• The virtual agent can tailor their responses to passengers’ specific needs.
• Enhanced resources:
• By providing information about the airport’s surroundings and destinations, passengers can better plan their journeys.

These elements contribute to making Lyon-Saint Exupéry not only a transportation hub, but also a place of comfort and enjoyment for passengers.

Feature

DescriptionImpact on passengers Flight consultation

Real-time check of flight schedules and information.

Reduces stress related to travel and waiting. Interactive wayfinding Use of a digital map to easily navigate the airport.

• Facilitates navigation and access to different areas. Tourism Information
• Collection of information on local attractions. Helps plan activities outside the airport.
• Toward the Future: Technology Serving the Travel Experience In 2025, technological evolution shows no signs of slowing down. The adoption of virtual agents, such as the one at Lyon-Saint Exupéry Airport, paves the way for a future mobility where artificial intelligence is not limited to passenger assistance but extends to various areas of aviation.
• Adapting Airport Infrastructure In the near future, airports will need to adapt their infrastructure to seamlessly integrate these technologies. This includes:

Dedicated spaces for interacting with virtual agents

Trend

Description Expected Impact Artificial IntelligenceImproving services through advanced AI tools. Increased customer satisfaction and improved operational efficiency.

Autonomous transportation

Introduction of autonomous vehicles at airports.

• Cost reduction and increased security.
• Ecology
• Prioritizing eco-responsibility in aviation.

Significantly reduced environmental impact. The influence of virtual agents on airport customer serviceAs the world evolves, the way companies interact with their customers must also adapt. This notion is particularly true in the dynamic environment of airports. The deployment of the virtual agent at Lyon-Saint Exupéry is a prominent example of how technology can transform customer service.

Customer engagement and personalized experiences

One of the greatest benefits of virtual agents is their ability to offer a more personalized travel experience. By understanding passengers’ preferences and needs, these agents can tailor their responses and recommendations to better serve each individual. Personalized Options:

• By recording past preferences, the agent can offer services that better meet passenger expectations. Proactive Assistance:
• By anticipating passenger needs, the agent can guide them to the services that will be useful to them based on their travel profile. Thus, virtual agents improve engagement and strengthen customer loyalty to the airport.
• Measuring the Impact of the Virtual Agent on Customer Satisfaction To assess the effectiveness of this new passenger assistance system, studies are being conducted to measure the impact on traveler satisfaction. Some indicators to monitor include:

Passenger satisfaction rateVolume of interactions with the virtual agent Average wait time for responses