ValueJet has introduced an artificial intelligence–driven digital concierge, a pioneering move in African aviation, say recent news reports from Nigeria, one of Africa’s most populous nations.
The new system, called VIKI, is designed to transform the way passengers book, manage, and access flight services by offering quicker and more seamless travel assistance.
VIKI functions as a multilingual assistant that supports both voice and text interactions across widely used messaging platforms like WhatsApp and Telegram.
Through simple spoken or typed commands, travellers can reserve flights, modify bookings, check in online, receive live travel updates, and get immediate answers to their queries — eliminating the need to visit airports or navigate complicated websites.
Importantly, the platform enhances accessibility for visually impaired passengers by providing verbal responses to voice prompts, ensuring a more inclusive travel experience.
Artificial intelligence (AI) is rapidly reshaping industries worldwide, and aviation is no exception. In Africa, where airports often face challenges such as overcrowding, limited staffing, and ageing infrastructure, AI-powered digital concierges present a groundbreaking opportunity to revolutionize passenger experience. By offering personalized, efficient, and accessible services, AI concierges can bridge gaps in customer service and elevate travel standards across the continent.
One of the most immediate benefits of AI concierges in African airports is simplified travel management. Instead of navigating complex websites or waiting in long queues, passengers can interact with AI assistants through voice or text commands on familiar platforms like WhatsApp or Telegram. These systems can: book flights and issue tickets instantly; modify reservations without human intervention; provide real-time updates on boarding gates, delays, or cancellations; and, enable online check-in, reducing congestion at counters.
This level of automation not only saves time but also reduces stress, creating a smoother journey from booking to boarding.
Accessibility remains a challenge in many African airports. AI concierges can significantly improve inclusivity by offering multilingual support and voice-enabled interactions. For visually impaired travellers, AI systems can respond verbally to voice prompts, ensuring they can independently manage their travel. Similarly, multilingual capabilities allow passengers from diverse linguistic backgrounds to access services in their preferred language, breaking down communication barriers.
AI concierges can also play a role in airport safety and security. By integrating with biometric systems, they can facilitate faster identity verification and boarding processes. Real-time monitoring and predictive analytics can alert passengers to potential disruptions, helping them adjust travel plans proactively. This reduces uncertainty and enhances trust in airport operations.
Beyond efficiency, AI concierges can deliver personalised recommendations, such as: suggesting dining options based on dietary preferences, offering shopping deals within duty-free stores, and, providing tailored travel tips for connecting flights or local transportation.
Such personalisation transforms airports from transactional spaces into hubs of customer-centric experiences.
For African airports, AI concierges are not just passenger tools — they are operational assets. By automating routine inquiries, staff can focus on complex tasks, improving overall efficiency. Airlines and airports can also collect valuable data on passenger behaviour, enabling better resource allocation and targeted services. This contributes to cost savings and improved profitability while enhancing customer satisfaction.
While the potential is immense for AI in aviation, African airports must address key challenges such as: digital infrastructure gaps by ensuring that there is reliable internet and power supply that are essential for AI systems. Data privacy concerns need to be addressed as strong regulations are needed to protect passenger information. Training and adoption are key as employees and passengers must be educated to use AI tools effectively.
AI concierges represent a transformative leap for African aviation. By streamlining services, enhancing accessibility, improving safety, and personalising travel, they can redefine passenger experience across the continent. As airlines like ValueJet pioneer platforms such as VIKI, Africa has the chance to leapfrog into a future where airports are not just gateways to destinations but seamless, intelligent ecosystems designed around the traveller.
Ekelem Airhihen, an accredited mediator, has an MBA from the Lagos Business School. He is a member, ACI Airport Non-aeronautical Revenue Activities Committee; his interests are in market research, customer experience and performance measurement, negotiation, strategy and data and business analytics. He can be reached on ekyair@yahoo.com and +2348023125396 (WhatsApp only).
