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Aerobot, Your Friendly Airport Digital Assistant

Inside Story
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A safe and contactless passenger engagement experience at Istanbul Sabiha Gokcen International Airport (ISG)

Travelling through an airport will always be an exciting experience as passengers arrive at the terminal or even as they prepare to embark on another journey. Istanbul Sabiha Gökçen International Airport (IATA Code: SAW), wholly-owned by Malaysia Airports, has just ‘hired’ a social robot named “Aerobot” as its employee.

The cute, blue-clad robot could be found either patrolling around the terminal or maybe even slipping in a moment to dance. Passengers can now enjoy a safe contactless experience as “Aerobot” has been placed on duty at SAW to ensure passengers follow the rules of new travel practices.

In ensuring passengers are adhering to safety procedures against COVID-19, “Aerobot” is programmed to remind passengers to wear face mask, maintain physical distance and ensure good hygiene. “Aerobot” has also been programmed to assist airport staff in wayfinding to guide passengers who are lost or in need of direction assistance around the airport.

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Passengers need not worry of any language barrier as this friendly robot can  speak more than 20 languages including English, Arabic, Russian, Spanish and French. The artificial intelligence (AI) technology used by the Aerobot is also allowing it to profile approaching passengers and immediately customise relevant conversation points. On top of that, it is also able to read barcodes, answer flight inquiries, and accompany passengers to their boarding gates.

­Under the Airports 4.0 initiative, Malaysia Airports piloted “Aerobot” as part of its efforts to improve travelling experience within the new norms to continuously host joyful connections with its passengers.

As one of three international airports serving Turkey’s largest city, Istanbul and ranked as one of Europe’s top five busiest airports, Malaysia Airports' Group Chief Executive Officer (Group CEO) Dato' Mohd Shukrie Mohd Salleh said that it is currently more viable to pilot such technology at SAW as the airport is currently experiencing better traffic movement recovery compared to KL International Airport.

“As such, we will be able to have a more accurate gauge on the success of this latest initiative and the viability to implement this initiative at our other airports. As a Group, we make an active effort in embracing technology solutions that can enhance service levels as well as enhancing the passenger experience.”

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