Travelers passing through Rome’s Fiumicino airport now have a new digital tool to help guide them. Aeroporti di Roma (ADR), the airport’s operator, has launched an AI-powered virtual assistant to provide passengers with real-time information and personalized support. The new system aims to streamline the travel experience for the nearly 50 million passengers who use the airport annually, blending Italian hospitality with technological advancements.
The virtual assistant, accessible via the official ADR website or its WhatsApp chatbot, is the result of a collaboration between ADR, Amazon Web Services (AWS), and the AWS consulting partner Storm Reply. By leveraging generative AI, the system can understand and respond to complex queries in multiple languages, offering a more dynamic and interactive alternative to static information boards. The goal is to make navigating one of Europe’s busiest travel hubs a more intuitive and less stressful process, from arrival to departure.
Advanced Technological Integration
The core of the new virtual assistant is built on Amazon Bedrock, a managed service from AWS that provides access to a range of foundation models for building generative AI applications. Storm Reply, which specializes in cloud-native solutions, designed the assistant’s multi-agent architecture. This structure allows the AI to handle a wide variety of passenger inquiries securely and efficiently, processing complex, real-time requests across different languages and contexts. The system is designed to provide high-quality, accurate responses while adhering to strict privacy standards.
The implementation represents a significant step in ADR’s digital transformation strategy. “Virtual Assistant represents a significant milestone in our digital transformation journey, allowing us to provide personalised support to each of the 50 million travellers who choose our airports,” said Emanuele Calà, SVP of Transformation and Technology at Aeroporti di Roma. Filippo Rizzante, CTO at Reply, added that the assistant demonstrates how AI can be seamlessly integrated into everyday user experiences to enhance both operational efficiency and the passenger journey.
Passenger-Facing Features and Services
Passengers interact with the virtual assistant through a digital interface fronted by ADRYX, the official mascot of Aeroporti di Roma. The system is equipped to handle a broad spectrum of common traveler questions and needs. It provides instant updates on flight status, including departure and arrival times, delays, gate changes, and baggage tracking information. This capability centralizes crucial information, making it readily accessible to passengers on their personal devices.
Guidance and Wayfinding
Beyond flight data, the AI assistant offers comprehensive guidance for navigating the airport environment. It can provide directions to and from the airport, give information on parking availability, and help locate services within the terminals. This functionality is intended to ease the common anxieties associated with moving through a large, busy airport. By offering personalized recommendations and clear directions, the system helps ensure passengers can find their way efficiently, whether they are looking for a specific gate, a lounge, or a restaurant.
Broader Implications for Airport Operations
The deployment of this AI assistant at Fiumicino reflects a wider trend in the aviation industry, where AI and cloud technologies are increasingly being used to revolutionize airport management. AI-powered systems can optimize numerous processes, from air traffic management to baggage handling, leading to enhanced operational efficiency and reduced delays. By automating and streamlining tasks, airports can better handle growing passenger volumes and improve resource allocation.
Intelligent systems contribute to more informed decision-making in areas like resource planning and maintenance scheduling. AI algorithms can process vast amounts of data from various sources to detect anomalies, predict potential risks, and provide early warnings to airport staff, thereby enhancing safety and security. For example, intelligent video surveillance can identify suspicious activities and trigger proactive responses.
The Future of AI in Air Travel
The travel industry is undergoing a significant transformation driven by AI, with a clear shift from static information services to dynamic, conversational guidance. ADR’s virtual assistant is part of this evolution, responding to individual traveler needs in real time. Julien Groues, VP of AWS Europe South, noted that the project shows how generative AI can transform passenger experiences in meaningful ways.
Enhanced Passenger Experience
The ultimate aim of these technologies is to create a more personalized and seamless journey for every passenger. AI enables airports to offer tailored recommendations and real-time assistance, which can significantly improve passenger satisfaction. By analyzing passenger flow patterns, AI can help adjust staffing and queue management dynamically to prevent bottlenecks at security checkpoints or check-in counters. This proactive approach allows airports to mitigate congestion before it becomes a major issue.
Operational and Financial Benefits
Beyond improving the passenger experience, AI offers substantial benefits for airport operators. Optimization and automation can lead to significant cost savings through better resource utilization and reduced operational inefficiencies. For instance, AI can optimize gate and stand allocation to reduce aircraft turnaround times and predict maintenance needs for critical infrastructure to prevent unexpected failures. These improvements not only enhance efficiency but can also generate new revenue opportunities by optimizing retail and concession operations within the airport. ADR has already announced plans for future updates and new features, positioning the AI assistant as a foundational element of a smarter, more intuitive airport travel experience.