Salvador Airport launches new version of Ana virtual assistant powered by generative AI

Getting answers to questions before, during or even after a trip has become easier for passengers traveling through Salvador Bahia Airport, part of the VINCI Airports network. Ana, the airport’s virtual assistant, has been upgraded with Generative Artificial Intelligence (AI) and can now understand questions asked in natural language, making the service more intuitive and closer to the way people communicate.

The main new feature is the way the assistant interacts with passengers. Previously based on a decision tree, Ana can now interpret the intent behind questions, enabling a more natural conversation. Passengers can ask questions in whatever way they prefer and receive guidance on travel documents, baggage rules, flight status, boarding gates, the location of shops and restaurants, services available at the terminal, airline customer service channels, the ombudsman’s office and other travel-related information.

The assistant uses Salvador Bahia Airport’s official information database and also accesses operational data, such as flight status, to provide updated answers throughout the passenger journey. Available 24 hours a day, the tool can be accessed through the airport’s website, social media channels and QR Codes available at different locations throughout the terminal.

Developed by Strelo, a Bahia-based company specializing in digital solutions for airports, the new version of Ana is part of Salvador Bahia Airport’s strategy to continuously use technology to enhance the passenger experience, in line with the digital transformation initiatives of the VINCI Airports network.

“Travel already involves many decisions and questions. We want Ana to be the passenger’s first choice whenever they have a question about their trip. Whether they are still at home or already at the airport, Ana is ready to provide quick, simple guidance through a natural conversation,” says Daniela Franco, Communications Manager at Salvador Bahia Airport.

For Shankar Cabus, CEO of Strelo, Ana’s evolution reflects a broader shift in the way people interact with technology. “People no longer want to navigate through menus to find information. They want to ask a question in their own words and receive a clear answer. That is what generative AI makes possible: a more natural, intuitive and useful conversation for travelers. The real differentiator, however, lies in its ability to learn from each interaction. Every conversation generates insights into passengers’ needs and helps continuously improve both the assistant and the experience offered by the airport.”

The evolution of the assistant also paves the way for new features and integrations that will gradually expand passengers’ digital experience at Salvador Airport, such as providing access to the airport map or sending flight status notifications via WhatsApp, for example.