BER’s AI Win: Blueprint for African Airport Upgrade?

Berlin Brandenburg Airport (BER) has scooped the “Most Innovative Airport Initiative” award at the Future Travel Experience fair in Dublin. Its AI-powered customer service agent, the BER Agent, impressed judges with its 24/7 multilingual support and elimination of call waiting times. This win holds valuable lessons for African airports looking to enhance passenger experience and operational efficiency.

The BER Agent, developed in collaboration with KINOVA and Parloa, has handled approximately 18,000 calls since its February launch. It provides instant information in four languages (German, English, Polish, and Spanish) on flight details, airport services, transport, and parking. Surveys show an impressive 85% caller satisfaction rate, highlighting the effectiveness of this AI solution.

Christian Draeger, BER’s Head of Passenger Service, emphasized the airport’s commitment to digital transformation. The AI hotline optimizes customer service by providing high-quality, real-time information through intelligent automation. This approach aligns with the growing trend of AI adoption in airports globally, offering a potential model for African airports.

Elisa Hoeppner of KINOVA praised the customer-centric focus of the technology, while Malte Kosub of Parloa highlighted the BER Agent’s ability to enhance communication for millions of travelers, overcoming language barriers and providing real added value. This success story resonates with the challenges faced by many African airports serving diverse linguistic populations.

The BER Agent’s rapid six-week deployment, from concept to launch, demonstrates the feasibility of implementing such solutions efficiently. This is particularly relevant for African airports seeking quick wins in customer service improvement. The platform’s scalability also offers potential for adapting the technology to various African contexts.

This AI-driven approach offers several potential benefits for African airports. Multilingual support addresses the communication needs of diverse passenger groups, enhancing accessibility and satisfaction. 24/7 availability improves service consistency and responsiveness, while reduced wait times contribute to a smoother passenger experience. Automated information delivery frees up human agents to handle more complex inquiries, optimizing staff resources.

Implementing similar AI solutions could address key challenges faced by African airports. Many hubs struggle with limited resources and staff, making automated systems a cost-effective way to enhance service delivery. Multilingual AI agents can bridge communication gaps in regions with diverse languages, improving accessibility for international travelers. Real-time data integration, as demonstrated by the BER Agent, can provide passengers with up-to-the-minute information, enhancing efficiency and reducing travel-related stress.

However, African airports must also consider potential challenges. Investment in AI technology requires careful planning and resource allocation. Data security and privacy are crucial considerations, necessitating robust safeguards. Training staff to manage and maintain AI systems is essential for long-term success. Connectivity and infrastructure limitations in some regions may pose implementation hurdles.

Despite these challenges, the BER Agent’s success offers a compelling case study for African airports. By learning from BER’s experience and adapting the technology to local contexts, African airports can leverage AI to enhance customer service, improve operational efficiency, and strengthen their position in the increasingly competitive global aviation market.

Several African airports are already making strides in digital transformation. Jomo Kenyatta International Airport (NBO) in Nairobi has implemented biometric systems for passenger processing. Cape Town International Airport (CPT) is exploring AI-powered chatbots for customer support. These initiatives demonstrate a growing awareness of the potential of AI in African aviation.

The BER Agent’s success story serves as an inspiration and a practical roadmap for African airports. By embracing AI-driven solutions, African airports can not only improve customer service but also contribute to a more seamless, efficient, and enjoyable travel experience for passengers across the continent.