July 3, 2025
by
Jonathan Andrews
Berlin Brandenburg Airport (BER)has been recognised for its pioneering use of artificial intelligence in customer service, taking home the “Most Innovative Airport Initiative” award at a leading European aviation industry event.
The accolade was awarded for BER’s AI-powered telephone hotline, known as the “BERAgent”. Launched in February, the system has already handled more than 18,000 calls—offering passengers round-the-clock assistance in four languages without any waiting time.
Developed in just six weeks in partnership with Berlin-based firms KINOVA and Parloa, the service allows passengers to access real-time information about flights, mobility options, parking and other services via a fully automated voice assistant. According to the airport, 85 percent of users reported satisfaction with the answers provided.
Christian Draeger, Head of Passenger Service at Flughafen Berlin Brandenburg GmbH, said the initiative formed part of a broader digital transformation effort across the airport.
“We are consistently pursuing a holistic digital transformation approach that integrates artificial intelligence and automation in all areas of the airport,”he said. “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.”
The technology behind the service is powered by Parloa’s AI Agent Management Platform, which enables the digital assistant to respond naturally and accurately in German, English, Polish and Spanish. The platform was integrated by implementation specialists KINOVA.
Elisa Hoeppner, Managing Partner at KINOVA, said the project demonstrated how fast and accessible service could be reimagined using the latest technologies.
“This international award underlines what is possible when technology consistently focuses on customer benefits,” she said. “In conjunction with [Berlin Brandenburg Airport], we have created a solution that rethinks service–fast, reliable and accessible at all times.”
Parloa’s Managing Director, Malte Kosub, echoed the sentiment, adding that the system reflects changing passenger expectations.
“Today’s travellers don’t want to wait–neither for their flight nor for their questions to be answered,” he said. “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.”
The initiative was awarded the title of ‘Most Innovative Airport Initiative’ at the Future Travel Experience (FTE) trade fair in Dublin, where it was selected ahead of four other major European airports following a jury review and public vote.
Image: Kevin Mummert | Dreamstime.com
