tech
Heathrow teams up with Salesforce to enhance airport customer service with AI
Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest airport.
TL;DR
- Heathrow Airport has partnered with Salesforce to enhance customer service using AI.
- The airport launched an AI customer service agent named Hallie on WhatsApp in March 2025.
- Hallie answers nearly all traveler questions, significantly reducing phone inquiries to the airport.
- Heathrow aims to deploy Hallie on its website and app, and potentially at kiosks.
- The development of Hallie was built upon Heathrow's existing relationship with Salesforce, which began in 2009.
- A unified data foundation, combining customer data, airport maps, and flight statuses, was crucial for Hallie's success.
- Customer service is identified as a key area for generative AI adoption due to measurable ROI.
- Ensuring AI systems are trained on up-to-date data is critical for accuracy.