The decision to go virtual marks the airport as the first of its kind in Poland, and one of only a tiny few in Europe, to have taken on the innovative new form of customer service.
“Now passengers don’t have to look for airport personnel to ask how to use self-service check-in kiosks, how to print a boarding pass or which documents they have to prepare,” the airport has enthused in a press release.
“All these questions can be answered in English and Polish by the virtual assistant.”
To bring virtual assistant Marta to life, customers simply need to press a button at the designated post, and she will materialise onto a specially installed screen.
“The user feels as if they are talking to a real living person, because the screen displays a realistic image of a smiling young woman, who keeps eye contact, moves and gesticulates while talking,” the airport explains.
Marta sports a uniform emblazoned with the airport's logo, complete with a scarf in the company's colours.
“The virtual assistant is an attention-grabber and is very effective,” says Tomasz Prokopiuk, who manages the airport's Passenger Processes and Service Quality Section.
“It encourages passengers to use self-service check-in kiosks, showing them how easy it is. This makes this form of check-in more efficient and adds a high-tech dimension to Chopin Airport’s image”.
Virtual assistants have been installed at a number of international airports, including Boston, Washington, Frankfurt and Edinburgh.
However, Chopin Airport notes that the aforementioned virtual assistants represent “the older generation” of the technology, with Marta exemplifying the cutting edge. (nh)