GermanyTravel and aviation2025 – ongoingBerlin Brandenburg Airport (BER)
Multilingual passenger telephone agent
BER launched a multilingual telephone agent, with Parloa reporting 85% customer satisfaction
Problem
BER received heavy call volumes during holiday periods. Passengers needed flight information outside limited service hours and in different languages.
Approach
BER selected Parloa's voice-agent platform, with KINOVA handling implementation. The agent connected to live flight information and an airport knowledge base. It went live in February 2025 and answered questions in German, English, Polish and Spanish.
Results
Takeaway
The service combined current flight data with airport guidance. Parloa reported customer satisfaction without specifying the survey sample.
Categories
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AIGenerative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Parloa described KINOVA's integration of its agent with BER flight systems and airport information. It reported a February 2025 launch, round-the-clock availability and 85% customer satisfaction.
Full details are in the original sources.
