Software Design has long been involved in the governance of digital transformation processes in the airport. The Mobile technologies, the Internet of Things and the beacons are increasingly becoming the main theme of the design of operational solutions and promotion of business in aviation industry.

A good passenger experience and an enhanced ability to optimize operations by the staff are increasingly dependent on the digital and mobile approach that the most challenging airports are able to put in place. Passengers need real-time information on flights and airport services they can use.

Our idea is based on the fusion of services aimed at improving the passenger experience and increasing the non-aeronautical business through a Passenger Mobile Assistant.

Leveraging the power of the Passenger Mobile Assistant, any airport can be transformed into a proactive digital airport that helps passengers get what they need at the right time, anywhere.

The Passenger Mobile Assistant is an interactive mobile tool that is able to acquire user profiling data useful to better develop the commercial policies, allowing a friendly use of airport services, as well.

Many sophisticated services are already available from Assistant, such as Airport Fidelity, Flight Info with push notifications, eCommerce (Parking, auxiliary services, …), Discount Engine (Air Contracts, Cross Selling, Fidelity Card, …), Proximity Notifier Commercial, Customer Assistance, Security, …).

One of the most interesting elements has to be found in the ability of the final user to interact through the voice and the free text interface with the ability of artificial intelligence for the interpretation of natural language. To this end, an “airport Chatbot” was created for the Naples International Airport, which has boosted free interaction for the provision of 24-hour assistance services able to acquire requests and respond in real time both in voice and writing. to quickly access the following features:

• Flight info: consultation of information on departing and arriving flights as take-off / landing time, reference gates, check-in counters, status (on-time / late)
• Airport services: search for services within the airport regardless of whether they are offered by the airport operator (bathrooms, security checks, information desk) or from the airport (shops and restaurants) using indoor navigation technologies
• Online purchases: purchase of the services offered within the airport e-shop portal (parking, VIP lounge, fast track, hotel, duty free online, etc.)
• Tourist assistance: search for tourist information related to the places of greatest interest for the city and its province