KMP Digitata delivers industry-first chatbot for Glasgow Airport

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by David Prior

KMP Digitata has delivered a natural language processing (NLP) chatbot on multiple platforms for Glasgow Airport.

The bot, currently available via Amazon Alexa or Google Nest devices, delivers live information on specific departing and arriving flights at Glasgow airport.

It's part of a wider strategy to deliver a world-class passenger experience within AGS group airports.

The chatbot app also queries live lost property information so travellers can be reunited more easily with misplaced items, latest security wait times and Covid-19 information.

KMP, established in 1991, says the app is the first of its kind to be released by a UK airport for the Google Assistant platform and the first Alexa Skill for a UK Airport that offers the user more than just live flight information.

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

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, MD at KMP Digitata, added: "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 passenger's journey through Glasgow airport easier and stress-free.”