Phoenix Sky Harbor International Airport

Generative Kopius Airport AI Concierge

Scaling passenger support beyond business hours.

Challenge

Phoenix Sky Harbor International Airport (PHX) set out to augment its business-hours Zendesk chat with a 24/7, high-accuracy AI concierge.

Key challenges:

  • Availability: Instant, round-the-clock support during peak travel.
  • Accuracy: Strict grounding in PHX website data to prevent hallucinations and non-airport responses.
  • Compliance: Full alignment with security and change-management protocols within PHX’s Azure environment.

Solution

Kopius, Microsoft, and PHX built a reliable, domain-safe AI Concierge using a search-grounded architecture.

Key elements:

  • AI Search Grounding: Each query was matched against PHX website data using similarity search
  • Conditional Responses: It answered only with relevant matches and declined otherwise, preserving domain control.

This design kept the AI accurate, compliant, and fully trustworthy for passengers

Result

The PHX AI Concierge delivered clear gains in engagement, satisfaction, and accessibility.

  • 24/7 Support: Instant, reliable answers at any hour.
  • Staff Efficiency: Routine inquiries handled by AI, freeing staff for complex issues.
  • High Accuracy: Search grounding ensured strictly PHX-relevant responses.
  • Full Compliance: Passed city architectural review and integrated smoothly into PHX’s Azure environment.
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