Fancy seeing a real life robot? British airways travellers passing through Heathrow’s terminal 5 will have the privilege of being guided through the building by guide robots. The British Airways robots are AI-powered autonomous robots. An array of the autonomous robots will be located in Terminal 5 to help guide passengers through the airport and answer basic questions. This will also assist the airlines’ airport hosts to help customers with complex queries.
It is very easy to get lost in Heathrow due to the high level of human traffic. Each day over 90,000 travellers pass through the terminal, trying to navigate through the airport. The airport also has dozens of storefronts, duty-free shops and lounges in the terminals; therefore getting lost is very likely. The UK national carrier has had some challenges as a result of multiple carriers flying through the airports’ neighboring terminals thus resulting in complicated transfers and security checks.
The robots which from the tech company, BotsAndUs, can interact with passengers in multiple languages, can give direction and real-time flight information. The robots will use advanced sensors for monitoring, and 3D cameras to navigate through the airport. They will move around freely through the airport. They will remain connected through wireless and LTE networks
The BA staffs have been receiving enhanced training in technology and automation as part of its first contact resolution. The Programme empowers customer service agents to use their expertise, initiative and judgment to solve customer queries on the spot using a suite of specialized apps on iPads.
Ricardo Vidal, British Airways head of innovation, said, “We are always looking for new and innovative ways to use automation to help our customers enjoy a faster and smoother journey through the airport and beyond. These smart robots are the latest innovation allowing us to free up our people to deal with immediate issues and offer that one-on-one service we know our customers appreciate. In the future, I envisage a fleet of robots working side-by-side with our people offering a truly seamless travel experience.”
This isn’t the first time that the travel industry has used autonomous robots for running errands and we will see more of this as more companies adopt and integrate AI technology.
Are you excited or apprehensive on the use of robots in travel and tourism?