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 Starbucks is closest to my departure gate? If my bag was left behind at security, how can I find it? Peter Burns, Heathrow's director of digital, e-commerce, and marketing, told Business Insider that he wanted to improve customer service at Europe's busiest airport, where demand keeps increasing. "As we grow capacity, we have to find a technology solution," he said.…