Flughafen Berlin Brandenburg GmbH was awarded the prize for the "Most Innovative Airport Initiative" at the international industry trade fair "Future Travel Experience" in Dublin. The award-winning solution, the AI-based BER Agent, has been handling customer service calls for four months – around the clock, in four languages, and without waiting loops.
In the expert jury's recommendation and subsequent public vote, BER prevailed over innovative concepts from four other major European airports.
The technical implementation was carried out in collaboration with Berlin-based implementation expert KINOVA, which completed the project in just six weeks—from conceptual planning and technical integration to go-live. The solution is based on Agentic AI technology from Berlin-based software manufacturer Parloa, a leading provider of AI-powered automation solutions for customer service.
The BER agent has been in operation since February and has answered around 18,000 calls automatically since then. The digital assistant is available by phone around the clock and answers customer inquiries in four languages about live flight information, mobility, parking, and services offered at BER.
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. With the introduction of the AI hotline, the airport company is optimizing its customer service. Thanks to intelligent automation, we offer our passengers high-quality, accurate information based on real-time data from live systems."
Elisa Hoeppner, managing partner at KINOVA: "This international award highlights what is possible when technology is consistently focused on customer benefits. Together with BER, we have created a solution that rethinks service—fast, reliable, and available at all times."
Malte Kosub, CEO of Parloa: " Today's travelers don't want to wait—neither for their flight nor for answers to their questions. The BER agent offers better communication for millions of travelers, across language barriers. Using Parloa's AI Agent Management Platform, it handles requests in natural language, quickly and in a human-centered way. This is real added value for travelers and the company – and proof of how AI is already redefining customer communication today."
