Salvador Bahia Airport updates virtual assistant Ana with generative AI

Salvador Bahia Airport, part of the VINCI Airports network, has rolled out an upgraded version of its virtual assistant, Ana, now powered by generative artificial intelligence (AI).

Ana’s new generative AI capabilities

With this update, Ana can understand questions asked in natural language, making support feel more intuitive and closer to how people communicate day to day.

Previously, the assistant operated through a decision-tree model. Now, it can interpret the intent behind passengers’ queries, enabling smoother, more natural conversations.

Information and channels available to passengers

Passengers can type questions freely and receive guidance on boarding documents, baggage rules, flight status, gates, where to find shops and restaurants, terminal services, airline contact channels, the airport’s complaints channel, and other travel-related information.

To keep answers current throughout the passenger journey, the assistant draws on the airport’s official database and checks operational information such as live flight status. Ana is available 24 hours a day and can be accessed via the airport website, social media channels, and QR codes placed around the terminal.

Development, strategy and upcoming features

The new Ana was developed by Strelo, a Bahia-based company specialising in digital solutions for airports. The upgrade forms part of Salvador Bahia Airport’s approach to continually improving the passenger experience, aligned with VINCI Airports’ digital transformation initiatives.

Daniela Franco, the airport’s Communications Manager, said: “Travelling brings up plenty of questions, and we want Ana to be the passenger’s first choice for clearing them up, with quick, natural answers-whether before leaving home or already at the airport.”

Shankar Cabus, Strelo’s CEO, noted that generative AI enables a more natural and helpful interaction by removing the need to work through complex menus. “The differentiator is Ana’s ability to learn from each conversation, generating insights to continuously improve service and the airport experience.”

The assistant’s evolution is also expected to enable additional features, including access to the airport map and WhatsApp flight-status notifications, further expanding the digital experience for passengers at Salvador Bahia Airport.