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This week Mineta San Jose International Airport in California became the first US airport to deploy robotic customer service agents (full story here). Passenger Terminal World asks...

Do robots represent a feasible alternative to human customer service agents in an airport?

Yes, passenger questions are often location related and can be handled quickly by a pre-programmed robot, especially one versed in six languages
No, people want to deal with another person, robots will only serve to frustrate passengers and weaken the passenger experience
It should be a mix of both, robots should handle the mundane everyday queries with humans on standby for more pressing matters

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Do robots represent a feasible alternative to human customer service agents in an airport?




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Seattle-Tacoma International Airport tests robot at security lines

A robot has been tested at Seattle-Tacoma International Airport to help passengers prepare for security checks.

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