Urumqi Tianshan International Airport has officially launched a new multi-language AI digital human passenger inquiry service, marking a significant step forward in modernizing airport assistance. This new digital service terminal moves beyond the traditional single-model of manual inquiry, propelling airport services toward a more digital, intelligent, and diversified future.

On August 23, the airport's service quality management committee revealed that this independently developed AI application is now fully operational for all arriving and departing passengers. Travelers can now interact with the intelligent terminal and its AI digital human to obtain information and receive real-time assistance.

Where to begin your airport experience

The upgrade was born from a need to address the limitations of existing equipment, as previous touchscreens only supported text queries without any voice interaction capabilities. Outdated industrial hardware also couldn't support high-precision digital human systems, failing to meet the diverse and convenient needs of modern travelers. To solve this, the airport team introduced a cost-effective, lightweight renovation plan. By simply adding microphones and speakers to the original touchscreen terminals, along with a low-precision 3D cartoon-style digital human model, they successfully transformed standard kiosks into multifunctional smart inquiry devices.

Prioritizing safety and intelligence

Security is a cornerstone of this new AI service. The application runs entirely on domestic open-source models, ensuring all passenger data and inquiry information remains stored within the airport's internal systems. This data is neither uploaded to external servers nor transmitted via the cloud, effectively mitigating risks of data leaks and network attacks while comprehensively safeguarding passenger information.

The service also excels in operational efficiency by tackling multi-language communication challenges head-on. It employs an innovative dual speech recognition model collaboration that significantly boosts accuracy for less common languages and broadens language coverage. This allows the system to effortlessly cater to passengers from various nationalities and linguistic backgrounds. Additionally, the system automatically collects unmatched queries and uses a human-in-the-loop approach to continuously update and enrich its service knowledge base, gradually building a dedicated knowledge foundation for Urumqi Airport.

Future-ready connectivity

Beyond its current capabilities, this digital human system boasts a resource-sharing advantage. It can open its multi-language data interfaces to various service counters across the airport, promoting shared and co-built service resources. This initiative aims to extend intelligent, multi-lingual assistance to every corner of the airport, providing precise, efficient, and warm guidance for all travelers.

Looking ahead, the airport’s service quality management committee will continue to monitor equipment performance, refine the digital human interaction experience, expand service scenarios, and enhance the knowledge base. Through ongoing digital and intelligent empowerment, the airport is committed to elevating its smart travel services and delivering a superior, more convenient experience for every passenger.