How Heathrow partnered with Salesforce to build a customer-service AI agent

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figcaption>Heathrow is the UK’s busiest airport.Heathrow’s unified data foundation, which brought together Heathrow customer data, airport maps, flight statuses, and advances in generative AI, led to the March 2025 launch of Heathrow’s AI agent Hallie. On WhatsApp, travelers can ask Hallie questions about upcoming flights, how to find specific airport amenities and terminals, and the length of the security line.

The outcome

Prior to the launch of Hallie, 70% of customer inquiries were handled by phone, said Burns. Thanks to the bot’s agentic capabilities, by March 2026, phone calls accounted for 10% of traveler inquiries.

Later this year, Hallie will expand beyond WhatsApp so customers can access the tool on Heathrow’s website and app, Burns added. The airport is also considering future rollouts for Hallie, like at kiosks throughout its terminals.

Still, Hallie’s guardrails are limited: it only scrapes data from Heathrow’s website and internal database, Burns said. “We aren’t letting the agent go out into the open web and pull out other information,” he said. This decision somewhat limits the AI agent’s outputs, as it cannot yet handle personalized questions like, “Where can I pick up my checked bags?”

Burns said it was important for Hallie to provide accurate responses, and added that external sources could have inaccurate or out-of-date information. Looking forward, Heathrow plans to add more functionality to Hallie so passengers can use the tool on platforms beyond WhatsApp, Burns said.