{"data":{"prismic":{"case_study":{"_meta":{"lastPublicationDate":"2025-11-28T15:55:33+0000"},"text":[{"type":"paragraph","text":"Powering smarter travel with AI","spans":[],"direction":"ltr"}],"title":[{"type":"paragraph","text":"Bristol Airport Chatbot","spans":[{"start":0,"end":23,"type":"strong"}],"direction":"ltr"}],"landscape_image":{"dimensions":{"width":1280,"height":700},"alt":null,"copyright":null,"url":"https://images.prismic.io/greatstate/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg?auto=format,compress"},"portrait_image":{"dimensions":{"width":626,"height":670},"alt":null,"copyright":null,"url":"https://images.prismic.io/greatstate/aSnFw3NYClf9nlhM_BRS4_5Video3.jpg?auto=format,compress"},"seodescription":null,"seotitle":null,"largeDeviceImage":{"childImageSharp":{"fluid":{"aspectRatio":1.8285714285714285,"src":"/static/2e7e1296cbc45ed436737e0c3f1081e6/d47f1/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg","srcSet":"/static/2e7e1296cbc45ed436737e0c3f1081e6/b5b92/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg 200w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/3ff6e/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg 400w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/d47f1/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg 800w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/86173/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg 1200w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/e3107/aSnFxHNYClf9nlhN_BRS4_5Video2.jpg 1280w","srcWebp":"/static/2e7e1296cbc45ed436737e0c3f1081e6/0c129/aSnFxHNYClf9nlhN_BRS4_5Video2.webp","srcSetWebp":"/static/2e7e1296cbc45ed436737e0c3f1081e6/0e93d/aSnFxHNYClf9nlhN_BRS4_5Video2.webp 200w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/2259f/aSnFxHNYClf9nlhN_BRS4_5Video2.webp 400w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/0c129/aSnFxHNYClf9nlhN_BRS4_5Video2.webp 800w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/45222/aSnFxHNYClf9nlhN_BRS4_5Video2.webp 1200w,\n/static/2e7e1296cbc45ed436737e0c3f1081e6/80f20/aSnFxHNYClf9nlhN_BRS4_5Video2.webp 1280w","sizes":"(max-width: 800px) 100vw, 800px","presentationWidth":800}}},"smallDeviceImage":{"childImageSharp":{"fluid":{"aspectRatio":0.9343283582089552,"src":"/static/c752343402487a37e117b240dec3194f/6dbb7/aSnFw3NYClf9nlhM_BRS4_5Video3.jpg","srcSet":"/static/c752343402487a37e117b240dec3194f/b5b92/aSnFw3NYClf9nlhM_BRS4_5Video3.jpg 200w,\n/static/c752343402487a37e117b240dec3194f/3ff6e/aSnFw3NYClf9nlhM_BRS4_5Video3.jpg 400w,\n/static/c752343402487a37e117b240dec3194f/6dbb7/aSnFw3NYClf9nlhM_BRS4_5Video3.jpg 626w","srcWebp":"/static/c752343402487a37e117b240dec3194f/a5e78/aSnFw3NYClf9nlhM_BRS4_5Video3.webp","srcSetWebp":"/static/c752343402487a37e117b240dec3194f/0e93d/aSnFw3NYClf9nlhM_BRS4_5Video3.webp 200w,\n/static/c752343402487a37e117b240dec3194f/2259f/aSnFw3NYClf9nlhM_BRS4_5Video3.webp 400w,\n/static/c752343402487a37e117b240dec3194f/a5e78/aSnFw3NYClf9nlhM_BRS4_5Video3.webp 626w","sizes":"(max-width: 626px) 100vw, 626px","presentationWidth":626}}},"body":[{"__typename":"PRISMIC_Case_studyBodyText","type":"text","primary":{"text":[{"type":"paragraph","text":"Every year, ten million passengers pass through Bristol Airport – and as numbers rise, so do expectations. Today’s travellers want smooth, stress-free experiences, preferring self-service to reduce friction at every stage, from booking to boarding and beyond. Frictionlessness isn’t just a convenience - it’s a key driver of satisfaction and choice.","spans":[],"direction":"ltr"},{"type":"paragraph","text":"To meet these evolving expectations while maintaining exceptional service at scale, the popular airport needed a smart, seamless solution – one that enhanced the traveller experience while freeing up staff to focus on the moments that mattered most.","spans":[],"direction":"ltr"},{"type":"paragraph","text":"Our deep customer experience research revealed a key opportunity: many passenger queries could be resolved before ever reaching staff. We recommended a generative AI chatbot designed to encourage self-service, triaging requests to give staff the space to focus on complex, high-impact issues.","spans":[],"direction":"ltr"},{"type":"paragraph","text":"As Bristol Airport’s lead strategic agency, we partnered with specialists Voxly Digital to develop and deploy the always-on, AI-powered chatbot.","spans":[],"direction":"ltr"},{"type":"paragraph","text":"The chatbot delivers instant, detailed answers to everyday queries from car park bookings to lost property. Comprehensive and personalised,  it intelligently understands and responds to a range of requests, escalates complex issues to relevant staff, filters inappropriate comments, and continuously learns what users respond best to, refining responses over time.","spans":[],"direction":"ltr"}]}},{"__typename":"PRISMIC_Case_studyBodyQuote","type":"quote","primary":{"text":[{"type":"paragraph","text":"“This innovation has significantly decreased wait times for queries, allowing our call staff to do what they do best - helping our passengers with the most complex and urgent matters.”","spans":[],"direction":"ltr"}],"author":{"__typename":"PRISMIC_Person","name":"Richard Thomasson","job_title":"Head of Customer Operations at Bristol Airport","profile_picture":null}}},{"__typename":"PRISMIC_Case_studyBodyText","type":"text","primary":{"text":[{"type":"paragraph","text":"Since launching, the chatbot has transformed how passengers access support. Despite a 13% increase in website traffic since 2024, visits to Contact Us and FAQ pages have dropped by 8% - a clear sign that passengers are finding answers faster. More significantly, switchboard calls have reduced by almost half and email enquiries have dropped by over a third, dramatically easing pressure on customer service teams.","spans":[],"direction":"ltr"},{"type":"paragraph","text":"With the UK’s first AI-powered airport chatbot, Bristol Airport is pioneering digital innovation in the UK transport sector. By seamlessly blending human expertise with AI efficiency, it has set a new standard for customer travel experiences, enabling the airport to serve more travellers, better.","spans":[],"direction":"ltr"}]}}],"relatedCaseStudies":[{"case_study":{"__typename":"PRISMIC_Case_study","intro_text":[{"type":"paragraph","text":"Redefining Gen Z recruitment for the Royal Navy 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