I-Care: dedicated assistance for travellers

The new I-Care area, located at the Arrivals exit, has been designed as a point of reference for passengers, further strengthening our Customer Care service.
A dedicated team of highly qualified professionals is available from 5 a.m. to midnight, ensuring continuous assistance tailored to the personal needs of airport users.

Technological innovation: chatbot and artificial intelligence

The physical area is supported by powerful artificial intelligence solutions to enable faster and more targeted interaction. Our chatbot, currently available on Facebook Messenger and WhatsApp, provides accurate responses to a wide range of issues and allows travellers to ask questions directly to the operators.

New CTI and CRM system with built-in Knowledge Base

The use of new CTI (Computer Telephony Integration) and a new CRM (Customer Relationship Management) system with a built-in Knowledge Base allows us to improve contact management and ensure a prompt and uniform initial response across all channels. This certified system is available for the Customer Care group and offers up-to-date and consistent responses by sharing information across the entire airport ecosystem.

Benefits for travellers

• Management of contact channels: whether physical, telephone or digital, for greater coverage and faster response times.
• Speed: the use of a CRM system with a constantly updated knowledge base allow us to provide consistent and up-to-date responses.
• Service improvement: through the combination of artificial intelligence and dedicated assistance from the I-Care team, passengers will receive more effective support.

These initiatives form an integral part of our Innovation Plan, aimed at enhancing the Customer Experience and ensuring more efficient and accessible assistance.