FINLAND. World Duty Free Group and World of Delights Helsinki are among those participating in a ‘virtual interpreting’ pilot scheme at Helsinki and Rovaniemi airports.
Finnish airport operator Finavia said the digital interpreters help passengers and service providers at the airports to cross the potential language barrier, with a particular focus on Chinese and Russian.
Sales and service personnel at the airports will test the interpretation service on tablet computers in different customer service situations, Finavia said. The company has partnered with Finnish mobile interpreting service Tulka for the pilot project.
The aim of the project is to find out the benefits of interpretation between passengers and service providers at airports, Finavia explained. One of the key metrics analysed in the pilot is the effect of the customer experience on customer numbers and sales volumes.
As well as World Duty Free Group and World of Delights Helsinki, Budget-Avis, Vantaa Taxi, Marimekko, Iittala, Finavia Customer Service at Helsinki Airport, and Rovaniemi Airport will participate.
“Finavia’s aim is to provide its customers with innovative world-class services,” said Helsinki Airport Vice President Heikki Koski. “Tulka allows us to contact a professional interpreter within seconds in the form of sound and image.”
The pilot launched in July and will continue until the end of 2017. Decisions on whether to continue the service will be made after it is completed.
