Denver Airport introduces virtual face-to-face customer service

Denver International Airport (DEN) has introduced a new Live Agent pilot programme, allowing travellers to have direct video interaction with a customer service agent without being present physically.

By using the DEN Live Agent programme, passengers will be able to receive airline and ground transportation information, locate a shop or restaurant, navigate the airport, and more.

To help travellers navigate the airport, Live Agent enables them to use their device camera so that they can be pointed out the correct direction, landmark and signage.

DEN global communications marketing and customer service senior vice-president Stacey Stegman said: “We have a variety of ways travellers can connect with our customer service agents, from in-person conversations to text messaging and live chats, our team is here to make your visit to DEN efficient and enjoyable.

“With our new Live Agent programme, we can provide robust and personal customer service to our passengers while offering a safe and socially distanced interaction.”

Recursive Labs has brought the programme to the airport through a partnership.

Passengers can utilise the services for 12 hours (6:30am to 6:30pm) via iPads, DEN’s website or text messaging.

Live Agent iPads will be present inside the airport at two information booths.

People can also talk to a Live Agent at the airport or at home by texting ‘live’ to 720-370-9002.

DEN will test the programme for five weeks, which will include the holiday travel period.

After successful testing, the programme will be expanded to provide additional video chat opportunities across the airport.