The Power of Digital Mapping and Chatbots in Airports

Airports can make passengers feel overwhelmed or stressed, but digital mapping combined with AI chatbots is now transforming how passengers move through terminals. 

At Lima Airport, the launch of a chatbot combined with organic growth and onsite promotion of the digital map led to a major rise in map usage and passenger navigation across the terminal. Airport reports revealed that 90 percent of chatbot enquiries resulted in passengers using the indoor digital map, showing just how central the tool has become to the passenger experience at Lima Airport. This demonstrates that today’s visitors expect airports to provide seamless digital support as part of their journey.

What does this mean?

For passengers, navigation becomes smoother, faster, and less stressful, which improves the overall airport experience.

For airport operations, fewer passengers rely on staff for directions, allowing employees to focus on higher priority tasks and provide better service where it is needed most.

The benefits?

Chatbots provide quick and accessible answers around the clock, integrate seamlessly with maps, and reduce the demand for physical information desks. Additionally, digital maps deliver real-time, accurate directions that help passengers find gates, shops, and services with confidence.

This is not just a concept. Lima Airport and Mactan-Cebu Airport are already benefiting from this technology. 

Find out how it works by clicking on the case study below.

Read case study