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Flughafen Berlin Brandenburg GmbH was honoured with the award for the “Most Innovative Airport Initiative” at the “Future Travel Experience” industry trade fair in Dublin. The award-winning solution, the AI-based BER Agent, has been providing customer service by telephone for four months - around the clock, in four languages and without a queue. In the expert jury’s recommendation and subsequent public vote, BER came out on top against innovative concepts from four other major European airports.
The technical implementation was provided in collaboration with Berlin-based implementation experts KINOVA, who realised the project in just six weeks - from the conceptual planning to technical integration and go-live. The solution is based on Agentic AI technology from Berlin-based software manufacturer Parloa, a leading provider of AI-supported automation solutions in customer service.
BER Agent has been in use since February and has since answered approximately 18,000 calls automatically. The digital assistant is available by phone around the clock and answers customer enquiries in four languages about live flight information, mobility, parking and services at BER.
• No waiting time
• Available around the clock
• Languages: German, English, Polish and Spanish
• 85 percent of callers were satisfied with the answers according to surveys
Christian Draeger, Head of Passenger Service at Flughafen Berlin Brandenburg GmbH: “We are consistently pursuing a holistic digital transformation approach that integrates artificial intelligence and automation in all areas of the airport. The introduction of the AI hotline means the airport company can optimise its customer service. Thanks to intelligent automation, we offer our passengers high quality and precise information based on real-time data from live systems.”
Elisa Hoeppner, Managing Partner of KINOVA: “This international award underlines what is possible when technology consistently focuses on customer benefits. In conjunction with BER, we have created a solution that rethinks service - fast, reliable and accessible at all times.”
Malte Kosub, Managing Director of Parloa: “Today’s travellers don’t want to wait - neither for their flight nor for their questions to be answered. BER Agent offers better communication for millions of travellers, across language barriers. By way of Parloa’s AI Agent Management Platform, it uses natural language to deal with requests fast and in a human-centric manner. Real added value for travellers and the company - and proof of how AI is already redefining customer communication today.”
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