Stockport digital agency delivers AI chatbot for Glasgow Airport

Stockport based digital agency, KMP Digitata, has delivered an AI powered chatbot for Glasgow airport: an industry first for a UK airport.

The chatbot, which is available for customers of Scotland’s second busiest airport on Alexa and Google Assistant devices, uses natural language processing to deliver live information on flights. The AI powered service forms part of AGS Airports (which operates, Glasgow, Aberdeen and Southampton airports) strategy to improve passenger experience, with the chatbot also able to share security wait-times, Covid-19 guidance an help travellers be reunited with lost property.

Named Clyde, after the river running through Glasgow, the AI chatbot is first of its kind to be released by a UK airport for the Google Assistant platform, and the first Alexa Skill offering more than solely flight information.

As well as voice-controlled smart speaker devices, the application will soon be able to be accessed using text-based interfaces on Facebook Messenger, WeChat and through the Airport website’s live chat.

KMP Digitata have been working with AGS Airports since December 2014 and have delivered multiple projects for Glasgow Airport and the two other airports in the group,  Aberdeen and Southampton Airports. Once usage data has been collected from the new NLP chatbot applications, this data will be used to make improvements and then expand the offering to both Aberdeen and Southampton airports.

Fraser Ralston, Ecommerce and Digital Manager at AGS Airports said:

I’m really pleased with the launch of this new chat bot service for Glasgow Airport. It’s incorporates some really nice functionality but importantly, it’ll help our passengers to have a better travel experience. Our ambition is to deliver a world-class, frictionless digital passenger experience and this project is yet another step towards achieving this.”

Simon Haven, Managing Director at KMP Digitata said:

What the team have delivered here is something exceptional – a deceptively simple, useful, cross platform chatbot that integrates with Umbraco content management system and is something which we hope will make a passengers journey through Glasgow airport easier and stress free. I’m incredibly proud of what we have achieved at such pace, and this is just the beginning.”