Virtual help desk at LAX provides passengers with remote assistance

Individuals within Los Angeles International Airport (LAX) now have access to Guest Experience Members (GEMs) via a two-way video monitor. This innovation is part of a pilot programme to bring virtual help to the airport’s information booths.

The Virtual Assistance pilot programme, which is now available in Terminal 2, allows airport guests to have real-time conversations with a customer service professional over a touch-free tablet system installed at the information booths.

“Los Angeles World Airports (LAWA) is committed to being an international leader in creating a safe, healthy and clean airport experience, which includes creating a touchless and contactless environment wherever possible,” said Justin Erbacci, Chief Executive Officer, LAWA. “Our Virtual Assistance pilot programme is just one more way that we are using innovative technologies to maintain a world-class level of service while still keeping travellers safe.”

As guests approach the information booth located on Lower/Arrivals level, they will find a tablet connected to a GEM waiting to help them from a remote location. GEMs are available to answer questions between 07:00 and 22:30 daily. The live video feed means guests can simply walk up to a tablet and begin a conversation as needed.

Some of the virtual services offered include help with directions, ground transportation, shopping and dining recommendations. If guests require immediate attention from medical or law enforcement personnel, the GEM can request their presence on the guest’s behalf. Should a guest require translation assistance in a foreign language, the GEM will contact LAX’s translation service.