Paris-Beauvais Airport extends use of conversational assistant

Paris-Beauvais Airport has extended its partnership with conversational AI provider Hubway to 2029 following a six-month pilot that demonstrated strong passenger adoption and engagement.

The solution provides multilingual assistance before and during the airport journey, helping travellers access flight information, wayfinding, transport options, baggage guidance and airport services through a QR code, without requiring an app download.

According to the airport, the trial recorded nearly 4,400 conversations across five locations, achieving a 97 percent resolution rate.  It has supported 36 languages and received an average satisfaction score of almost 4.5 out of 5. The platform also generated significant engagement with airport services, including transport, retail and dining.

Xavier Watel, Head of Customer Experience at Paris-Beauvais Airport, said the airport’s ambition is to offer “an ever smoother, more accessible, and more personalized experience,” adding that the initial results show “conversational intelligence meets a real expectation among our passengers.”

The extended partnership will be delivered in phases over the next three years. Planned developments include expanding the assistant beyond the airport through digital channels, introducing more personalised services and booking capabilities, and creating a multi-channel experience with services available in around 100 languages.