Two Business Objectives
What HIA achieves, before how it's achieved.
Serve every passenger instantly, 24/7, on any touchpoint
Flight status, lost & found and airport questions resolved in seconds, end to end, while the contact center focuses on what genuinely needs people.
Achieved with Agentic AI: one agent deployable on WhatsApp, the HIA app, the website, and airport banners & kiosks.
Turn passenger data into non-aeronautical revenue
Targeted duty-free, lounge and service promotions reach the right passengers at the right moment, with every conversion attributed to its campaign.
Achieved with Journey Facilitator: marketing-run WhatsApp campaigns, no engineering per campaign.
What We'll Cover
Introduction · Agentic AI
What Makes an AI System Agentic?
Beyond scripted responses and generated answers: an agent plans, uses tools, and completes work.
Role
Defines purpose and expected behavior, e.g. HIA's passenger assistant.
Knowledge
Grounds every answer in HIA's real content: policies, terminal maps, services.
Tasks
Breaks the passenger's goal into executable steps: verify, look up, resolve.
Tools
Calls workflows, macros and APIs: flight data, lost & found records, ticketing.
Example: "I lost my headphones" is the goal. The agent plans the steps, retrieves the lost & found policy, calls the found-items system, files the report, and checks the result before replying.
In production · Agentic AI
Built in Three Steps, Improving Continuously
Design around an outcome, not a generic chatbot.
Assign a role
Name, purpose and behavior: HIA's passenger assistant, its tone and boundaries.
Train the agent
Link HIA's knowledge (airport guides, policies, services), import documents, fill gaps with FAQs.
Provide tasks & tools
Specialized tools, macros, APIs and prompt chains: flight data, lost & found, ticketing.
Historical conversations and human escalations feed improvements to workflows, knowledge and prompts.
In production · Agentic AI
Flexible LLMs, Protected Data
HIA chooses the model strategy. Sprinklr keeps prompts, tokenization and guardrails in its governed AI layer.
Sprinklr-provided LLM: Sprinklr manages the provider relationship; on-platform models tuned per use case.
Bring your own keys: use HIA's own LLM-provider partnership and purchased tokens.
Bring your own model: connect an in-house model through an API; HIA manages model and compute.
Tokenization & masking: dates, emails, URLs, IPs and configured sensitive data are tokenized before any model sees them.
Guardrails: input and output controls plus prompt engineering keep behavior on-policy and reduce risk.
Data sharing: only data actively entered into AI+ is shared to generate the output.
Audit & reporting: role-based controls, usage logs and reporting around every AI decision.
Flexibility without locking the agent experience to a single model or provider.
Agentic AI · Passenger journeys
What the Agent Handles for Passengers
Three flagship journeys, plus the everyday requests around them, each resolved end to end.
Flight status
Live departures, arrivals, gate and belt changes, with proactive alerts on disruption.
Lost & found
File a report in chat, match against found items, track the claim to pickup or courier.
Airport FAQ
Visas, prohibited items, prayer rooms, smoking areas, Wi-Fi. Grounded in HIA's own knowledge.
Services & bookings
Lounge access, meet & assist, parking, transit hotel. Recommend and book in chat.
Wayfinding
Directions to gates, transfers, dining and duty-free, tailored to the passenger's terminal and time.
Feedback & complaints
Capture, categorize and route feedback, with a ticket number and status updates back to the passenger.
Anything the agent can't complete escalates to a human with full conversation context.
Hi, is QR 920 to Singapore on time?
14:05 ✓✓Yes ✅ QR 920 · Doha → Singapore departs on time at 20:40 from gate C12. Boarding starts 19:55. Want a gate-change alert?
14:05Yes please. Also, I think I left my headphones at the Al Mourjan lounge yesterday.
14:06 ✓✓Alert set 🔔 For the headphones, I've filed lost & found report LF-20481. A matching item (Sony WH-1000XM5, black) was logged at the lounge today. Can you confirm the model?
14:06Yes, that's them!
14:07 ✓✓Great news 🎉 They're held at the Lost & Found desk, Arrivals level. Collect them with your ID and reference LF-20481, or reply COURIER for delivery.
14:07Two Journeys, One Conversation
Flight status: live data from the flight information system, plus a proactive gate alert.
Lost & found: report filed, item matched against the found-items system, claim tracked to pickup.
No human needed: both journeys resolved end to end; escalation carries full context when required.
The same conversation works identically in the HIA app and website chat.
Introduction · Journey Facilitator
From Passenger List to Measured Campaign
Upload profiles
CSV upload of passenger lists: loyalty tier, route, language, travel date.
Segment
Filter by attributes (premium travelers, transit passengers, frequent flyers) with opt-in consent.
Template
Approved WhatsApp templates in Arabic or English, personalized per passenger, with CTA buttons.
Send at scale
WhatsApp Business Platform delivery with throttling, retries, and frequency caps.
Measure & reply
Reporting on delivered, read, replied, and the AI agent picks up every response.
Promotion in Action
Personalized with profile fields: name, loyalty tier, upcoming trip.
Quick-reply buttons turn a broadcast into a conversation.
The AI agent handles every reply instantly: questions, bookings, redemptions. No routing to human agents.
Every send, read, and redemption is attributed back to the campaign and segment.
Hi Sara 👋 You're flying through HIA on Friday. This week at Qatar Duty Free: 20% off fragrances and chocolates, plus early lounge access for Privilege Club members.
🛍️ Claim my 20% offer
10:04 ✓✓