Swedavia has launched Swea, an AI-based chatbot, to help passengers make better use of its airports.
Swea is accessed via the airport’s website, Facebook, Messenger and is available around the clock to answer questions about flights, baggage arrival times, current waiting times at the security checkpoint and the range of goods and services available at the airport.
The chatbot can also answer questions about where shops are and give information about the type of food in restaurants.
With the help of text and pictures, passengers can get answers to frequently asked questions in both Swedish and English. Like other chatbots, Swea will gradually get better at answering questions as it gets interactions with passengers.
Swea can answer questions from passengers at all ten Swedavia airports around the clock, regardless of what time zone they are in. The idea is to simplify the entire process for passengers in order to create as smooth an experience as possible.
Passengers get access to the Swea chatbot via the airport’s website, by sending a message to the airport’s Facebook page or searching for the airport right in Messenger.
Swea is the first chatbot at a Nordic airport.
Karin Gylin, Head of Innovation at Swedavia:
“Our new chatbot is a key component of our digital transformation, which will make it easier for our passengers to ask questions, get guidance and have a smoother start to their journey. We continuously aim to create better customer experiences and take advantage of the opportunities offered by digitalization.”
The Swea chatbot was developed in partnership with Airport.ai, which specialises in developing digital solutions for airports.
N.B. Image credit: Swedavia