Boston Logan Airport has introduced Amelia, an AI hologram designed to improve passenger wayfinding, accessibility and customer service across the terminal.
Boston Logan International Airport (BOS) has introduced Amelia, a life-size artificial intelligence (AI) avatar designed to help passengers navigate the airport through natural conversation and real-time directions.
The pilot service has been introduced by the Massachusetts Port Authority (Massport) in partnership with Proto Hologram and Holomedia AI. The companies say Boston Logan is the largest airport to provide the service, which is intended to complement existing customer service assistance.
Amelia can help passengers find gates, restaurants, shops, lounges and baggage claim. The system combines a holographic presence with conversational AI, live mapping and real-time updates from the Transportation Security Administration (TSA).
The installation is designed as a self-contained system, featuring a touchscreen without the need for external hardware. Amelia is intended to remain available around the clock, providing passengers with step-by-step directions and information while also supporting airport staff during busy periods.
The AI Concierge Wayfinder can communicate in up to 40 languages, with English, Spanish and French included in the pilot. It also provides real-time TSA wait times, allowing passengers to plan their journeys around security processing.
Passengers can connect with a live customer service agent when additional assistance is required. Accessibility features include high-contrast displays, closed captioning, WCAG-compliant mapping and wheelchair-accessible positioning.
The technology is also intended to provide operational support by helping fill service gaps and handling routine enquiries, allowing airport staff to focus on more complex customer service responsibilities.
David Nussbaum, Founder of Proto Hologram, said the technology could improve the passenger experience while supporting airport employees.
“It takes bold vision to implement emerging technologies like holograms and AI avatars, innovations that still feel like science fiction to most people,” Nussbaum said. “But Massport understands that the technology is ready now, and that it can create a smoother and more pleasant experience at Boston Logan while also supporting the human staff so they can do their best too.”
Glenn E. Smith, Spatial Computing and Hologram XP at Holomedia AI, said Amelia was designed to combine human interaction with artificial intelligence.
“Amelia represents the future of passenger engagement,” Smith said. “She combines the best of human connection with the power of AI. We designed her to meet travelers where they are, in their language, at their pace, helping them navigate the airport with confidence and ease.”
The pilot marks a deployment of embodied AI technology in an airport environment, with the service focused on passenger wayfinding, accessibility and operational assistance.
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