Vienna International Airport is currently testing the use of a chatbot for customer inquiries in the Airport City area. They rely on technology from the Japanese company "Bespoke". First of all, around three months of experience are gathered, after which the listed company decides on a possible expansion of the deployment.

In recent years it has been shown again and again that customers are quite too lazy to read FAQ pages on homepages or to inform themselves - for example via a short Google search. As a result, many companies have a very high volume of emails and calls. Mostly these are questions, the answers of which can be found in the FAQ on the homepage. That is why more and more companies are relying on chatbots that are supposed to answer these questions automatically. Vienna Airport is now also testing such a solution.

Whether questions about current travel regulations, everything to do with the PCR test or about service offers at the airport: The new “Bebot” program is intended to provide passengers with real-time answers to individual questions and thus further improve customer service at Vienna Airport. A digital control system is also used. For example, if you are looking for the nearest pharmacy or supermarket, you simply type in this as a question and the software leads you directly to your destination. Users with a mobile device can access the “Bebot” chat interface via the airport WLAN or at www.airport-city.at, without having to download an additional app. If the test run is successful, an expansion of the content is planned.

“We are taking the next step in digitization and are using Bebot in a targeted manner in order to be able to provide information to our passengers and visitors quickly and easily. Especially when it comes to air travel, it is important to be able to receive quick and precise answers around the clock and without waiting, ”emphasize Julian Jäger and Günther Ofner, board members of Flughafen Wien AG, the advantages of the new communication tool.

Vienna Airport became aware of Bebot through the international cooperation with the start-up company Plug and Play, which has its European headquarters in Office Park 4. The Japanese tool is particularly impressive because of its versatility. All "frequently asked questions" are answered by Bebot without passengers having to search the homepage or call the hotline. In addition, Bebot can easily conduct surveys with which the airport can further adapt its service to the needs of customers. The program in Japan has also already proven itself in dealing with crisis communication during the corona crisis. Bebot is currently in use at airports around the world, including Tokyo and Tampa, and is increasingly becoming an indispensable travel partner for commuters and tourists.