SEA Milan Airports
Every voice counts: how enhancing Customer Service with AI.
Every year, over 40 million passengers travel through Milan Linate and Malpensa—two of Europe’s busiest hubs, managed by SEA Milan Airports. Running such a complex operation means more than ensuring safety and efficiency, it means delivering a connected, seamless experience for every traveller.
GOALS AND NEEDS
With rising traffic volumes and a surge in online service purchases, SEA faced the challenge of turning a constant stream of tickets and reviews into timely, meaningful actions. The goals were twofold:
- Cut customer service response times and streamline internal processes.
- Extract meaningful insights to continuously improve airport services.
SOLUTION
We designed a bespoke system that combines artificial intelligence and data visualisation to reinforce the entire customer service workflow—from data analysis to classification. Ticket management was the first focus. Thanks to Azure OpenAI integration, incoming tickets are automatically read, interpreted, and enriched with key information such as category, priority, summary, and sentiment analysis. A Power BI dashboard completes the system, providing real-time access and usability.
In parallel, we implemented a multilingual analysis engine for online reviews, powered by Azure AI Search and Azure Cognitive Services. The system can identify over 20 categories and 58 subcategories, achieving an accuracy rate of over 90%.
The project was developed in full alignment with Responsible AI principles, ensuring transparency, security, and full GDPR compliance—crucial in a highly sensitive sector like aviation.
“Thanks to the project developed with Arsenalia, artificial intelligence is now supporting human work. Our aim is not to replace people, but to free them from low-value tasks so they can focus on where they truly make a difference.“
Arrigo Santini, Heads of Digital Channels & Contact Center at SEA.