Athens measures emotional engagement

Athens International Airport has partnered with PathosAI to measure passengers’ emotional engagement in the context of the ongoing pandemic.

The airport measured subconscious drivers of passenger experience using artificial intelligence (AI), natural language processing (NLP) and a wide array of other digital tools.

With the help of Canadian firm PathosAI, the airport measured emotional engagement in its passengers by analysing data from travellers’ existing communication channels, among them call centers, social media, comment management, and customer care.

Emotional engagement assists airports in understanding what is driving passengers’ emotions and in planning actions that create top quality experiences and increase consumer spending. It also paves the way for the continuous enhancement of passenger services under the sustainability principles in line with ACI Europe’s guidelines for passenger service.

Ioanna Papadopoulou, communications and marketing director at Athens International Airport, said: “People are at the centre of all our actions. Through artificial intelligence and state-of-the-art- digital tools, we measure and identify stress levels, emotions and subconscious drivers of passenger experience in an effort to pinpoint specific action areas and become better.”


Image courtesy of George Kokkinidis/ Wikimedia Commons