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Anyone who has a question at the airport doesn't want to spend a long time looking for the answer. And anyone who needs to know just before departure where to check in, whether a gate has changed, or what parking options are available expects an answer right away.
This is exactly where the BER Agent comes in. Starting in February 2025, the AI-powered assistant will handle calls for Berlin Brandenburg Airport’s customer service hotline. It is available 24/7, responds to inquiries in natural language, and provides information in four languages.
For BER, this means more than just another digital service channel. Flughafen Berlin Brandenburg GmbH is one of the first international airports to adopt Agentic AI for customer service.
BER is the third-largest airport in Germany, after Frankfurt and Munich. In 2025, 25.5 million passengers passed through the airport. At the same time, travelers have a wide range of questions: real-time flight information, transportation, parking, airport services, departures, gates, and check-in.
For telephone customer service, this presents a clear operational challenge: inquiries don’t just come in during office hours. They come in early in the morning, late at night, on weekends, before vacation flights, and in situations where quick guidance is essential.
The BER Agent was developed specifically to meet these requirements:
Christian Draeger, Head of Passenger Services at Flughafen Berlin Brandenburg GmbH, describes the goal as follows:
“We are consistently pursuing a holistic approach to digital transformation that integrates artificial intelligence and automation into all areas of the airport. With the launch of the AI hotline, the airport operator is optimizing its customer service. Thanks to intelligent automation, we provide our passengers with high-quality, accurate information based on real-time data from live systems.”
The solution is based on Parloa's AI Agent Management Platform. KINOVA was responsible for the operational implementation and completed the project in just about six weeks.
The BER agent answers calls and engages in dynamic, natural-sounding conversations. Unlike scripted dialogue systems, it can respond more flexibly to callers’ concerns and provide appropriate answers more quickly.
KINOVA carried out the project in its entirety:
As a result, the agent doesn't just answer general questions about transportation, parking, or services. They can also access real-time information on departures, gates, and check-ins.
The information provided highlights KINOVA as the implementation partner for the operational rollout of the BER agent. KINOVA’s role went well beyond technical integration: the company supported the project from conceptual planning through technical integration to go-live.
The key was a combination of AI expertise, integration skills, and a clear focus on customer value. Especially for an airport service that needs to integrate live systems, a knowledge base, voice-based interactions, and reliable information, simply implementing software in isolation is not enough.
KINOVA implemented the solution within six weeks and made it operational for BER agents.
The BER Agent has been in operation since February 2025. During this time, it has automatically answered approximately 18,000 calls. Feedback from callers shows that the new service is not only accessible but is also being well received.
Approximately 18,000 calls have been answered automatically since the system went live in February 2025
85 percent of callers gave positive feedback in surveys
Available 24/7 without a traditional hold queue
4 languages for handling travelers' inquiries by phone
6 weeks from implementation to operational readiness
The project also gained international recognition. At the Future Travel Experience in Dublin, Flughafen Berlin Brandenburg GmbH was awarded the prize for the “Most Innovative Airport Initiative” for its AI-based BER agent. In the expert jury’s recommendation and the subsequent public vote, BER prevailed over innovative concepts from four other major European airports.
Malte Kosub, CEO of Parloa, describes the benefits for travelers as follows:
“Today’s travelers don’t want to wait—neither for their flight nor for answers to their questions. The BER Agent offers improved communication for millions of travelers, transcending language barriers. Using Parloa’s AI Agent Management Platform, it handles inquiries in natural language—quickly and with a human-centered approach. This provides real value for both travelers and the company, and demonstrates how AI is already redefining customer communication today.”
