Boston Logan pilots AI passenger assistant
Boston Logan International Airport has introduced a life-size AI assistant to help passengers navigate the terminal and access live travel information.
Named Amelia, the avatar can hold natural-language conversations and provide step-by-step directions to gates, restaurants, shops, lounges and baggage reclaim. The pilot expands the customer service options available to passengers at the airport.
The assistant is presented through self-contained units combining a holographic display with a touchscreen. Live mapping and real-time Transportation Security Administration (TSA) updates allow passengers to check security wait times and plan their journeys through the terminal.
“It takes bold vision to implement emerging technologies like holograms and AI avatars, innovations that still feel like science fiction to most people,” said David Nussbaum, Founder of Proto Hologram. “But Massport understands that the technology is ready now, and that it can create a smoother and more pleasant experience at Boston Logan while also supporting the human staff so they can do their best too.”
Amelia can communicate in up to 40 languages, with English, Spanish and French included in the initial service. Accessibility features include high-contrast displays, closed captions, wheelchair-accessible positioning and maps designed to meet Web Content Accessibility Guidelines.
Passengers who need further assistance can also use the system to connect directly with a member of the airport’s customer service team.
The Massachusetts Port Authority (Massport), which owns and operates Boston Logan, said the technology is intended to supplement the airport’s existing passenger assistance services.
The assistant can handle routine wayfinding enquiries throughout the day and night, support airport staff during busy periods and fill gaps in customer service provision. This could allow employees to concentrate on more complex passenger needs.
The pilot was developed by Massport in partnership with Proto Hologram and Holomedia AI. The companies said Boston Logan is the largest airport to introduce the service for passengers and that it represents Proto’s first major deployment in the Boston area.
At Boston Logan, the pilot combines conversational assistance, airport information and live connections to employees within a single interface, while retaining access to human support when passengers require it.
Image: Proto Hologram