How Mactan-Cebu Airport reduced staff workload with Proto's AI chatbot and Living Map's digital mapping
Problem
With over 12 million passengers a year and 400 weekly service calls, Mactan-Cebu Airport faced growing pressure on staff and customer service teams. They needed a way to streamline operations, support a multilingual audience, and maintain a high-quality passenger experience.
Goal
To scale customer support and reduce staff workload by making navigation and information accessible 24/7, on the go, for modern travellers, without hiring additional staff.
Approach
The airport deployed a multilingual Proto AI chatbot, integrated with Living Map’s digital mapping technology. Accessible via WhatsApp, the solution gives passengers instant access to flight and airport information, and an indoor digital map. The map helps visitors confidently navigate to terminals, gates, shops and amenities without having to ask staff for directions, allowing teams to focus on higher priority tasks.
Impact
The results were immediate. Fewer enquiries, smoother operations and more confident passengers, all without hiring additional staff or adding pressure to the existing team.
Living Map Solution:
Enhanced Passenger Experience
Passengers can access real-time flight updates and airport information through Proto’s AI chatbot and confidently navigate the terminal using Living Map’s indoor digital map. Whether finding gates, shops, dining or amenities, the experience is faster, easier and less stressful.
Improved Operations
Staff are free to focus on high-priority tasks, with fewer interruptions from wayfinding enquiries. The digital map also enables teams to manage flows more effectively, redirect passengers away from crowded areas and temporarily close off zones for cleaning or maintenance with minimal disruption.
Data-Driven Insights
Both Proto’s AI chat and Living Map’s digital map capture valuable data on passenger behaviour, feedback and movement. These insights support continuous improvements to crowd control, signage, service delivery and overall airport operations.
Inclusivity and Accessibility
Designed to serve a global and diverse passenger base, the chatbot and map are available in multiple languages and include accessibility features such as stair-free route options, helping ensure a smoother journey for all passengers regardless of language or mobility needs.
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