Aeroporti di Roma Launches AI Virtual Assistant to Enhance Passenger Experience

Aeroporti di Roma has introduced a virtual assistant powered by artificial intelligence, aiming to deliver an elevated and seamless travel journey for passengers passing through Rome’s Leonardo da Vinci–Fiumicino Airport. Developed in partnership with Amazon Web Services (AWS) and Storm Reply, the assistant provides real-time flight updates, baggage status, and personalised airport services all accessible via WhatsApp, voice, or web.

Key Features of the AI Virtual Assistant

Multi-Channel Access

Passengers can engage with the assistant through the airport’s website or WhatsApp chatbot, as well as via voice commands. This enables users to receive support in a way that fits their preferred interaction style.

Real-Time Travel Updates

From flight delays and gate changes to baggage claim information and parking availability, the assistant offers timely and contextually relevant data to travellers.

Multilingual Support & Personalisation

Serving a diverse global audience, the assistant is designed to understand and respond in multiple languages. It also offers tailored recommendations for airport services such as restaurants, retail outlets and transportation options based on user context.

Scalable, Secure Architecture

Built with AWS’s generative-AI foundation models and a multi-agent architecture, the system supports high volumes of interaction while maintaining data-privacy standards crucial to airport operations.

Why This Matters for Travellers and Airport Operations

• Improved Passenger Experience: By offering instant, accurate support, the assistant reduces uncertainty and wait-time for travellers, improving satisfaction and flow through the airport.
• Operational Efficiency: Automated support helps reduce the burden on human information desks and frees staff to handle more complex queries or services.
• Competitive Differentiation: As airports worldwide invest in digital innovation, a robust AI assistant positions Fiumicino among the leading hubs that combine hospitality with high-tech solutions.
• Data-Driven Insights: The virtual assistant generates interaction data that Aeroporti di Roma can use to optimize terminal services, retail timing and traveller flows.
• Future-Ready Expansion: With the architecture in place, the airport can add new capabilities such as voice-enabled check-in, personalised way-finding or AR guides as traveller expectations evolve.

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