BER wins with AI for passenger assistance
Flughafen Berlin Brandenburg GmbH was awarded the "Most Innovative Airport Initiative" award at the international trade fair "Future Travel Experience" held in Dublin. The winning solution is the BER Agent, a customer service system based on artificial intelligence, active for four months via telephone: available 24 hours a day, in four languages, without waiting times.
According to the expert jury and the subsequent public vote, BER has outperformed innovative proposals submitted by four other major European airports with its design.
The technical implementation was handled in collaboration with Kinova, a Berlin based company specializing in digital implementations, which completed the project in just six weeks: from conceptual planning to technical integration to operational launch. The solution is based on Agentic AI technology developed by Parloa, a Berlin-based company leader in automated customer service solutions supported by artificial intelligence.
The BER Agent system has been operational since February and has already handled around 18,000 calls automatically. The digital assistant can be reached by telephone at any time and answers questions in four languages about real-time flight information, mobility, parking and services at Berlin-Brandenburg Airport (BER).
Key features of the BER Agent: no waiting time; 24/7 availability; supported languages in German, English, Polish and Spanish; 85% user satisfaction according to surveys.
