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

Heathrow is the UK's busiest airport. Heathrow Heathrow's AI assistant handles traveler inquiries via WhatsApp, reducing the need for phone calls. Heathrow leveraged its longtime partnership with Salesforce to create the tool, called Hallie. Hallie is set to expand to the airport's website and app later this year. Nearly 85 million travelers passed through Heathrow Airport in 2025. Amid the hustle and bustle, they had plenty of questions: How long will it take to get through security? Which...