Boston Adds ‘Virtual
Greeter’ To Terminal
Boston Logan International has
added a virtual assistant, or avatar, to
its Terminal E. The new product, a
video projection of a woman dressed
as a Massport customer service
representative, is expected to speed
passenger flow and enhance the
overall screening process for roughly
6,000 travelers a day, according to an
announcement from the airport.
With a name badge reading “Carla,”
the avatar speaks in English and
Spanish, instructing passengers to have
their identification and boarding pass
Carla, Boston’s virtual assistant
available for inspection, and reminding
them to remove shoes, outer garments,
the contents of their pockets and
laptops from carry-ons for inspection.
“Safety and security is our number
one priority, and good security means
good customer service,” said Ed
Freni, Massport’s director of aviation.
“This new virtual greeter gives us
an opportunity to collaborate with
the TSA on a more efficient security
checkpoint by educating passengers
ahead of time on the do’s and the
don’ts of security screening. Our best
asset in making the security screening
process move along faster is an
informed and prepared customer.”
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