VINCI Airports Leverages AI to Enhance Passenger Experience and Optimize Operations
Across airside, landside, and terminal operations, VINCI Airports— a Corporate Partner of the FTE Digital, Innovation & Startup Hub— is harnessing Artificial Intelligence (AI) to transform passenger experiences, streamline airport flow, and reduce CO2 emissions. As an Innovation Center of Excellence for VINCI Airports, Lyon Airport is at the forefront of testing and implementing Generative AI (GenAI) to enhance customer interactions and operational efficiency.
“AI is more than a buzzword—it’s a powerful tool for driving efficiency, improving interactions, personalizing services, and saving time,” says César Clary, Head of Digital & Innovation at Aéroports de Lyon/VINCI Airports. However, he emphasizes that AI should serve as a means to an end, not just a goal in itself. “We are making significant strides in leveraging AI to personalize services, improve efficiency, and reshape airport management.”
AI-Powered Enhancements at Lyon Airport
With over 10 million passengers passing through Lyon Airport each year, maintaining a cutting-edge customer experience is a priority. VINCI Airports has integrated AI-driven solutions into key customer touchpoints through in-house development and strategic partnerships:
- AI-Powered Chatbot – A GenAI-driven chatbot enhances passenger engagement by providing instant, accurate responses on the airport’s website.
- Virtual AI Agent – Soon to be tested in terminals, this immersive AI solution will offer 24/7 multilingual assistance, providing real-time flight updates, navigation support, and service recommendations through Agentic AI.
“The goal is to create more personalized and seamless interactions for travelers while supporting our staff,” Clary explains.
By enabling natural language communication, real-time insights, and personalized recommendations, GenAI and Agentic AI are revolutionizing customer interactions and setting the stage for future service innovations.
AI in Airport Operations
Beyond customer service, AI is enhancing operational efficiency through:
- Real-Time Monitoring – AI enables real-time tracking of passenger flow and airport operations.
- Predictive Analytics – AI-driven forecasts optimize resource allocation and improve efficiency.
- Process Automation – Automated workflows streamline operations, reducing delays and bottlenecks.
Overcoming Challenges in AI Implementation
Despite AI’s vast potential, its adoption comes with challenges. Effective AI integration requires:
- Training Staff – Employees must be equipped to interact seamlessly with AI-driven tools.
- Managing Change – Resistance to new technologies can slow adoption, requiring strategic change management.
- Ensuring Accuracy – AI-generated responses must be continuously validated and improved.
- Prioritizing Security & Data Protection – AI systems must comply with rigorous security and privacy standards.
Clary offers a strategic approach for AI adoption: “Spend time on algorithms and technology, but above all, invest in people, processes, and change management. Start small, demonstrate value, and educate your teams to ensure successful adoption.”
With Lyon Airport leading the way, VINCI Airports is proving that GenAI is not just a futuristic concept but a transformative force in modern mobility.
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