Dutch Airline Provides Travelers With Personal Airport Assistants

Dutch Airline Provides Travelers With Personal Airport Assistants
Customer Experience Journey

KLM's new self-driving robot offers travelers a more enjoyable airport experience, enabling them to forgo worries of hauling luggage around a crowded airport or missing their flights thanks to artificial intelligence

Sierra Holt
  • 13 july 2018

Starting in the latter portion of 2018, KLM, a Netherlands-based airline, will offer Care-E, a self-driving robot, at JFK and San Francisco International airports to make travelers’ experiences a lot less stressful. 

The device carries up to 85 pounds of luggage and travels at approximately 3mph, the average human’s walking pace. To use Care-E, which is directed by non-verbal cues, customers simply can scan their boarding pass on their devices.

Airlines are not the only businesses that are utilizing robots to streamline consumer experiences: Financial services company HSBC enlisted a four-foot tall robot named Pepper to assist customers at its Fifth Avenue flagship location in New York City. Pepper can recognize faces, collect information and ask customers how they can assist them, reducing the long wait times that customers tend to anticipate at IRL banking branches.

Similarly, travelers commonly do not enjoy their airport experiences. Activities such as lugging bags around the airport and running to the flight gate are common consumer pain points. In order to provide customers with a more frictionless travel experience, Care-E accesses real-time information concerning the user’s flight data, such as stress-inducing last-minute gate changes or delays, easing travelers’ burdens and giving them greater peace of mind. Overall, the AI assistant functions as a way for KLM to attend to customers’ pre and post-flight needs, helping ensure a smoother customer journey.

KLM

Starting in the latter portion of 2018, KLM, a Netherlands-based airline, will offer Care-E, a self-driving robot, at JFK and San Francisco International airports to make travelers’ experiences a lot less stressful. 

+banking
+Europe
+klm
+Shopper education & assistance
+travel

Learn About Our Membership Services

Need Research Help?
As a member you can ask us any research questions and get complimentary research assistance with a 4-day turnaround. Reports inclde stats, quotes, and best-inclass examples on research topics.
Remain Informed & Strategic
We publish several trends reports each month. By becoming a member you will have access to over 100 existing reports, plus a growing catalog of deep topical analysis and debrief-style reports so you always remain in the know.
See Trends Come To Life
Meet your peers and immerse yourself in monthly trend and innovation webinars and discounted conferences.
No search results found.