AI-Orchestrated Passenger Experience Intelligence — CX Built for Aviation & Airport Operations

Airport contact centers operate in one of the most time-critical, high-volume environments in any industry — every passenger interaction is time-sensitive, every service failure is visible, and every disruption triggers a cascade of communication demands across thousands of travellers simultaneously.

Consilium sits above your contact center stack — adding AI-powered passenger engagement, real-time disruption communication, kiosk intelligence, and operational visibility trusted by airports, airlines, and ground handlers across 120+ countries.

Airport Engagement Capabilities

AI-Orchestrated Passenger Outreach

UniCampaign

  •  Flight disruption alerts, gate changes, and rebooking campaigns triggered automatically — thousands of passengers notified across SMS, voice, email, and WhatsApp in seconds
  • Consent management and opt-out compliance enforced automatically — every passenger touchpoint, every campaign

Unified Passenger Service Workspace

UniAgent

  • Full passenger record — booking history, loyalty status, live flight data, and prior contacts — surfaced before every interaction

  • AI Copilot delivers rebooking options, compensation entitlements, and next-best-action in real time — post-call notes logged automatically

Kiosk Video Assistance & Digital Passenger Services

UniVCX

  • Remote agent video assistance at self-service kiosks — guided check-in, baggage queries, and accessibility support without physical agent presence

  • AI co-browsing guides passengers through booking systems and check-in flows in real time — premium concierge and VIP services delivered digitally

AI Quality Intelligence & Service

UniQM

  • 100% of passenger interactions captured and AI-scored — service failures, tone issues, and escalation risks flagged instantly, every shift

  • Every interaction audit-ready — accessible for dispute resolution, regulatory review, and continuous service improvement

Real-Time Supervisor Intelligence

UniRSM AI Pro

  • Live passenger sentiment and distress detection — supervisors alerted the moment frustration escalates, before it becomes a complaint

  • Whisper coaching guides agents through rebooking, compensation, and disruption conversations — invisibly, in real time

Omnichannel Passenger Journey Orchestration

UniConnect & UniStudio

  • Every passenger channel unified — booking context carries across app, phone, chat, SMS, and social without interruption

  • IVR updated in real time — gate changes, terminal closures, and emergency announcements activated in seconds, no IT ticket required

Elevate Every Passenger. Every Touchpoint. Every Disruption.

  • Instant disruption communication — thousands of passengers notified simultaneously across every channel in seconds
  • Faster passenger resolution — full booking context and AI Copilot eliminate hold times and manual lookups
  • Kiosk and digital service enablement — remote video assistance and co-browse reduce physical staffing dependency at kiosks
  • 100% interaction quality monitoring — every passenger contact scored and audit-ready, every shift
  • Disruption escalation prevention — live sentiment detection and supervisor coaching before passengers reach breaking point

Let’s Transform Your Customer Conversations into Outcomes

Connect with our experts to discover how Consilium can help you optimize engagement, automate workflows, and deliver exceptional CX at scale.

Contact Us
Greetings from Consilium Software!
How can I assist you?
Chat Icon