How BER Airport’s AI agent answers passenger questions 24/7 in 4 languages

Home > customers > Article
29 October 2025 • 3 mins

Berlin Brandenburg Willy Brandt Airport (BER) handles air traffic for the Berlin-Brandenburg capital region and recorded 25.5 million passengers last year (as of 2024). To provide passengers with a comfortable travel experience, BER relies on digital innovations, now also increasingly in customer communication.

The challenge

During the holiday season in particular, BER receives a high volume of calls, which until now has been accompanied by limited availability. Passengers need direct, reliable information around the clock, as swiftly as possible while reducing language barriers. To solve this challenge, the airport sought a future-oriented technology solution.

From the start, BER set out to achieve the following goals:

  • Reduce waiting times on the phone

  • Answer passenger questions quickly, consistently, and in multiple languages

  • Improve service quality and customer satisfaction

  • Dynamic and flexible conversations using a 100% Agentic AI solution

  • Reduce costs

That’s when BER began evaluating the possibilities of artificial intelligence and, ultimately, chose Parloa’s AI agents.

The solution

BER is one of the first major international airports to use agentic AI in customer service to improve the passenger experience. Based on Parloa's AI agent management platform, BER launched its AI agent, known as the BER agent. Today, the BER agent can handle thousands of calls simultaneously across four languages: German, English, Polish, and Spanish.

Using real-time data from flight information systems, passengers receive accurate and quick answers to their questions about departure and arrival times, gates, and check-ins at any time.

In addition, the AI agent also provides information about public transportation, parking, the lost and found office, and other services offered by BER.

That’s not all. The BER AI agent speaks naturally, creating an intuitive, personal service experience. It uses prompt-based, natural language, which enables more dynamic conversation and faster responses compared to scripted dialogues.

“With the introduction of an AI service number, Berlin Brandenburg Airport Company continues to focus consistently on digital innovations to optimize customer service at BER.

This means that our passengers' inquiries can be answered around the clock, without waiting times and in four languages.”

Christian Draeger, Senior Vice President Passenger Experience at BER Berlin Airport

Why Parloa?

After comparing several AI providers, BER chose Parloa as its technology partner. The decisive factors were the performance, scalability, and voice-first focus of Parloa's AI agents. Additionally, the platform has high security and compliance standards, which was essential for the airport.

Parloa stood out with its expertise and experience in successfully implementing complex AI projects in demanding enterprise environments. The BER agent was implemented by KINOVA, Parloa's dedicated implementation partner.

Live after only 6 weeks

Notably, this highly complex project was completed in just under six weeks from conception and technical integration to go-live. The project was implemented by Parloa’s implementation partner, KINOVA, and it happened in close collaboration between Parloa and the relevant departments at BER: Passenger Experience, IT, Facility Management, Data Protection, Communications, Legal, and Security.

KINOVA carried out the project from end-to-end – including the provision of Parloa licenses, integration of flight information systems, structuring of the knowledge database, and testing.

“This collaboration has enabled us to take the passenger experience to a new level. Together, we have created a forward-looking solution that is consistently focused on customer benefits and creates direct added value for travelers and the airport.”

Elisa Hoeppner, Managing Partner of KINOVA

The results

© Flughafen Berlin Brandenburg GmbH In the photo (from left to right): Ryan Ghee (Future Travel Experience), Javed Malik (Formerly AirAsia Group & BLR Airport), Christian Draeger (BER Berlin Airport), Rahel de Vriend (The Next Web - TNW), Kevin Kleist (Southwest Airlines)

Since its deployment, travelers have received immediate answers to their questions, from specific flight information and parking options to current events at the airport.

Awarded the prize for the “Most Innovative Airport Initiative”, the airport is setting a new standard in passenger service with the BER Agent.

The BER Agent has been in use since February 2025 – with measurable success:

  • 85% customer satisfaction: Better communication for travelers and high service quality

  • 24/7 availability, 365 days a year

  • No wait times on the phone

  • Multilingual with four languages: German, English, Polish, Spanish

What’s next

Winning the “Most Innovative Airport Initiative” award highlights Berlin Brandenburg Airport’s leadership in customer service—and signals their commitment to keep raising the bar.