Celia Leiro del Álamo

Celia is part of the team responsible for the implementation of the strategic plan for the transformation of the customer experience at the airports of the Aena network. She has 14+ years' experience in different areas, and has expertise in project management, strategic planning, data analytics and online research, among others. Previously, she worked at two airlines. She is studying for a master's degree in astrophysics and aerospace technology.

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The evolution to the conversational travel companion

Since its inception in December 2022, our chatbot has transformed the passenger experience on Aena's network. Integrating key flight data, FAQs and points of interest, Oli assists passengers in their daily travels, making their lives easier and becoming the perfect travel companion. Oli's evolution has arrived with the inclusion of GPT. The chatbot has become the engine for physical virtual assistants in airports and now we are pushing to improve the phygital experience. Our ambition is to take the traveler's conversation to the next level, helping the conversation between airport community bots and the customers.

The audience will learn:

• The evolution of chatbots beyond text-only interactions
• There is no conversation without a purpose
• Open conversation in the airport community