(TAN): People passing through the Los Angeles International Airport (LAX) now have access to Guest Experience Members (GEMs) via a two-way video monitor that is part of a pilot program to bring virtual help to the airport’s information booths.
Available in Terminal 2, the Virtual Assistance pilot program lets passengers 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 LAWA CEO Justin Erbacci. “Our Virtual Assistance pilot program is just one more way that we are using innovative technologies to maintain a world-class level of service while still keeping travelers safe.”
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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 0700 and 2230 hours daily. The live video feed means guests can simply walk up to a tablet and begin a conversation as needed.
The Virtual Assistance pilot project will continue through the end of the year.
