International airports are among the busiest and most complex environments in the world. Every day, tens of thousands of passengers and their companions navigate check-ins, security screenings, boarding gates, and arrivals. In such high-pressure settings, fragmented communication and delayed information can quickly escalate into frustration and anxiety.

CloudCX, our AI-powered omnichannel contact center software, addresses these challenges by unifying customer interactions across multiple channels, automating workflows, and integrating seamlessly with third-party systems. From passengers and greeters to airport management teams, CloudCX transforms the airport journey into a smoother, more intelligent, and more connected experience.

For Passengers

Peace of Mind from Check-In to Arrival

• For passengers, timely and reliable information is critical.

CloudCX focuses on the channels travelers rely on most—WhatsApp, Web Chat, and SMS—ensuring that they receive flight updates, gate changes, boarding reminders, or baggage carousel notifications instantly, wherever they are.

• With the Broadcast feature, airports can proactively deliver large-scale updates through these channels: whether it’s announcing a flight delay, alerting passengers to peak security hours, or notifying them about gate reassignment, the communication is direct, immediate, and transparent.

• In regional markets, CloudCX also supports LINE and Zalo, allowing airports to engage with travelers in the platforms they are most familiar with. This localized channel flexibility ensures consistent service quality for international passengers with diverse communication habits.

• Baggage mishandling remains one of the most common passenger pain points.

With United Inbox, all inquiries—whether initiated through WhatsApp, Web Chat, or SMS—are consolidated into a single ticketing system. This unified view, when connected to baggage management platforms, ensures no request is lost in the shuffle. Complementing this, AI Agents powered by the Knowledge Base provide 24/7 multilingual self-service support, instantly answering questions ranging from “What items are restricted at security?” to “How do I transfer to a connecting flight?”

• When human agents step in, AI Assist automatically surfaces conversation history, relevant passenger data, and context-specific suggestions.

This shortens resolution times and ensures passengers receive efficient, empathetic responses at critical moments.

For Greeters and Drivers

Transparent Updates, Less Stress

• Airport services extend beyond travelers. Friends, family members, and drivers waiting for arrivals are equally impacted by communication inefficiencies.

• With CloudCX, Automated Workflows can integrate with flight systems to trigger SMS or WhatsApp alerts when flights are delayed, landing earlier than expected, or still taxiing on the runway. This eliminates the need for constant manual checks and reduces uncertainty.

• Greeters can also use Web Chat to locate parking availability, confirm meeting points inside terminals, or access directions in real time. In regions where LINE or Zalo are dominant, AI-powered chat support can instantly answer common questions like, “Which terminal exit is closest to the taxi stand?”

The result

A calmer, more informed waiting experience, with fewer frustrations and better coordination between travelers and their companions.

For Airport Management

Smarter Operations, Stronger Insights

• For airport authorities, CloudCX is more than a customer service tool—it is a centralized intelligence hub.

• By leveraging United Inbox and AI Agents, more than 70% of common inquiries can be automated, reducing pressure on live agents and freeing staff to handle complex cases. Automated Workflows streamline entire processes—for example, when a lost baggage ticket is logged, CloudCX can automatically link passenger information, sync with the baggage management system, and provide status updates to the traveler in real time.

• Flexibility is another cornerstone. CloudCX integrates seamlessly with CRM, PBX, and voicebot systems, creating a cohesive network that eliminates silos between departments. Meanwhile, Knowledge Base and AI Assist convert customer interaction data into actionable insights. Airport managers can analyze patterns such as peak inquiry times at security, frequent pain points in baggage handling, or terminal-specific complaints—insights that directly inform operational improvements and staffing strategies.

The platform not only accelerates service delivery but also strengthens the airport’s ability to anticipate issues and respond proactively, rather than reactively.

In today’s competitive aviation landscape, an airport’s service experience defines the first and last impression of a city. With CloudCX, international airports gain the ability to consolidate fragmented communication, automate repetitive processes, and deliver proactive, AI-driven interactions across the channels that matter most.

• For passengers, this means a seamless and reassuring journey.
• For greeters and drivers, it means greater clarity and less stress.
• For airport management, it means higher efficiency, real-time insights, and smarter operations.

CloudCX is not just a contact center solution—it is the engine powering the next era of intelligent airport services.