Two ‘Virtual Assistants’ have been installed in Heathrow’s Terminal 4 as part of the airport’s check in and security process.
The Tensator Virtual Assistant (VA) projects an image and create the illusion of a real person. Described by the makers as fully customisable, it is claimed to bring messages to life and help to engage passengers with consistent and clear communications.
‘Louise’, who wears a Heathrow security uniform, is stationed at check-in and security, and is informing passengers about acceptable liquids and other security processes.
Heathrow purchased the VAs after a six-month trial, which showed a reduction in bag rejections, meaning fewer delays through the security process.
Colin Sherwood, airport specialist at Tensator said: “Bags were being rejected at search areas because of non-compliant liquids. The VA helps make passengers aware of what they can take through security. Faster through-times at check-in means less stress for passengers who can now progress to duty-free and relax at the beginning of their journey.”
The firm adds that a number of major airports, in the UK and abroad, have adopted the Virtual Assistant product to convey compliance messages to passengers and Heathrow is considering adding two more in 2014. The airport bought one Tensator VA Premium for the security area, and one VA Ultra which is at check-in.
The VA Premium is digital signage that features a proximity sensor to ensure timely message delivery and up to 20 hours non-stop operation time.
With a footprint of 50cm x 50cm, the Ultra can be moved to almost any position within the check-in area. The makers add that it can be used in other areas of the airport terminal including security areas, aisles or end caps in retail units. This creates a point of difference for conveying security messages, dealing with frequently asked questions from passengers and helping airport retailers to promote special offers and product information in a way to ultimately increase revenues.
Colin added: “We’re thrilled that the VA has managed to assist in the security process at Heathrow and help passengers to really engage with the all important security message.”
For more on Tensator visit http://www.tensator.com/uk/sectors/airports-and-transport.aspx.
