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Published on Tuesday, August 6, 2019

Gatwick introduces chatbox, called Gail

Gatwick Airport has launched a 'chatbot' on Facebook Messenger, called Gail, to help passengers access flight information, alerts, and information on airport shops, restaurants and other facilities.

For example, passengers can ask 'Which restaurants have vegetarian options?' and will be presented with a list of options.

Currently only available in English, Gatwick plans to offer the service in different languages next year.

It was developed in partnership with Lyon-Saint Exupery airport in France, which launched its chatbot in October 2017.

This allowed Gatwick to identify what the chatbot could be used for, questions passengers might ask, and the value of features such as 'quick response'.

Currently, the Gatwick chatbot understands and answers about 80% of the questions it receives and within a year the chatbots of both Lyon-Saint Exupery and Gatwick aim to reach a 95% level of understanding by actively learning from interactions with users.


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