Heathrow uses an AI assistant to handle traveler inquiries through WhatsApp. The assistant reduces the need for phone calls by providing responses to common questions. Heathrow built the tool, called Hallie, using its long-standing partnership with Salesforce. Hallie is planned to expand beyond WhatsApp to Heathrow’s website and mobile app later this year. The approach aims to improve traveler support by extending AI-driven assistance across multiple customer touchpoints. The system’s effectiveness depends on addressing traveler needs accurately and reliably while operating within the constraints of airport communication channels.
"Heathrow's AI assistant handles traveler inquiries via WhatsApp, reducing the need for phone calls."
"Heathrow leveraged its longtime partnership with Salesforce to create the tool, called Hallie."
"Hallie is set to expand to the airport's website and app later this year."
Read at Business Insider
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