Features, Passenger Services & Wayfinding // // 2 Comments

Customer service robots becoming a reality for airports and airlines

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Geneva Airport recently trialled a mobile customer service robot in the baggage reclaim area. According to Nicola Tomatis, CEO of BlueBotics, the robots were so well received by passengers that the airport is now exploring where else they can be implemented.

Self-service and automation has become such a central element of the passenger experience that the possibility of human agents eventually being removed from the airport process altogether seems almost feasible. With the proliferation of online check-in, home-printed and permanent bag tags, self-service bag drop and mobile boarding passes, it is more valid than ever before to question whether human agents are needed at every touchpoint.

Automation is now being taken to the next level and rather than just allowing passengers to process themselves, some are exploring the viability of introducing robots. This is exactly what Geneva Airport has done this year. Along with BlueBotics, the airport implemented a robotic customer service agent in the baggage reclaim area to not just offer passengers directions to certain facilities, but to physically lead them there.

One of the customer service robots at Geneva Airport

Passengers at Geneva Airport simply had to touch the screen of the robot, select which facility they wanted to find and then follow the robot there.

“This provided us with a starting point, a platform to test the robots,” explained Dr. Nicola Tomatis, CEO of BlueBotics. He explained that after much discussion, Geneva Airport opted to trial the robots in the baggage reclaim area as it is a point in the airport process where travellers are likely to have time to make use of them. “There’s a lot going on there,” he said. “There’s baggage collection, currency exchange, restrooms and facilities to buy tickets for trains, for example. A lot of passengers don’t use these services because they don’t know where they are.”

That’s where the robot comes in. Passengers could simply touch the screen, choose which facility they wanted to be directed to and the follow the robot, which would lead them there.

According to Tomatis, the robots proved to be such a success among passengers that Geneva Airport is now exploring where they can add the most value, before undertaking further trials.

Air France KLM’s automation focus

An Air France QR code scanner

Air France KLM has emerged as one of Europe’s most forward-thinking airlines in terms of automation. Among the services offered are automatic check-in, while they are now undertaking a three-year project to explore the viability of using robots in the airport environment.

Geneva Airport isn’t alone in its willingness to test the viability of robots. Air France KLM is partnering with some of Europe’s leading universities on a three-year project to develop a robot that can assist in airside operations.

“This is a 50% scientific and 50% operational project,” explained Manuel van Lijf, Manager R&D and Innovation, Air France KLM. The project is still in the relatively early stages, but van Lijf plans to explain exactly how they could be used to benefit the passenger when he speaks at FTE Global 2013 this September.

Van Lijf explained that Air France KLM is also undertaking readability tests on home-printed and permanent bags to test whether either or both could be implemented to further empower the passenger. Automation is nothing new to the airline, which already offers automatic check-in and mobile boarding passes, and is also piloting self-boarding gates.

Robots vs humans

However, despite its position as one of the most forward-thinking airlines in terms of self-service, van Lijf explained that a completely automated process is not the aim for Air France KLM. “There is lots of stress in the airport environment and we need human agents to provide a level of comfort and service. We say that for around 80% of our passengers, the airport experience can be self-service. However, the processes that haven’t yet been automated are the most complex ones, so you do need customer service agents who are highly trained, knowledgeable and have the right tools to deliver the best customer service.”

As a pioneer in the field of robotics, one might assume that Tomatis would disagree with this assessment. That is not the case, though. “We have to remember that robots are designed to complement humans, not replace them,” he explained. “I would be unhappy having a completely automated experience as it can be complicated. Recently, I was at Munich Airport and my bag didn’t arrive after the flight. So, I spoke to a really helpful member of staff and after about an hour they found my bag. If I had to talk to a robot or a machine about this I would be highly unhappy. Machines are not always the solution.”

They are, however, looking like they will become an increasingly common part of the solution. Geneva Airport and Air France KLM may be among the industry’s robotics pioneers, but if they prove that robots can add true value to the passenger experience, it will only be a matter of time before others follow suit.

FTE Global 2013As part of the ‘On the Ground’ conference stream at FTE Global 2013, which will be held in Las Vegas from 4-6 September, Manuel van Lijf, Manager R&D and Innovation, Air France KLM, will address delegates in a presentation entitled: ‘The long term view of Air France KLM on automating engagements with passengers’.
Future Travel Experience Asia 2014

FTE Asia 2014, which will take place in Kuala Lumpur from 1-3 December 2014, will include a conference session entitled: 'What will be the needs of future travellers, and how should you go about developing new airport facilities and utilising existing ones to satisfy these demands?' Senior speakers from the likes of Saudia, Star Alliance and Istanbul New Airport Project are confirmed to share their passenger-focused plans and visions in this session.

» View the full FTE Asia 'On the Ground' conference agenda

» Register to attend FTE Asia 2014


2 comments from our readers

  1. Julian says:

    Imagine walking into an airport and jumping on a “trolley” that will check you in, weigh your luggage, take you directly to the assigned gateway and offering great customer support at the same time. When do you think this will be achievable?

    • Steve Cornell says:

      We have reached the point where a merging of technologies and infrastructure is possible. Currently deployed solutions make your concept of check-in to gateway theoretically feasible. However, the increasing need to generate non-aero revenues means that check-in to gate transit solutions would impact the desired interaction between the passengers and concessions. A full rethinking of the entire terminal passenger handling approach must be undertaken to optimize the value of the linkages between infrastructure and technologies.

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