AI Ticket Advice at Berlin Brandenburg Airport: A Pilot Program

AI Travel Assistant Trials at Berlin airport: ‘Kiana‘ Offers Rail connection Info

Berlin, Germany – Travelers passing through Berlin Brandenburg Airport (BER) are now able to access real-time rail connection details via an AI-powered assistant named “Kiana.” Deutsche Bahn launched the pilot project to help passengers navigate train travel from the airport to the city center.

Located on the intermediate level of Terminal 1, Kiana features a touchscreen, speaker, and microphone. The system utilizes advanced Large Language Models (LLM) to respond to spoken inquiries, providing details on the next available and most affordable train options.

currently, Kiana is limited in functionality. While it can provide information, it cannot directly process bookings. Passengers are directed to the Deutsche Bahn website or app via QR code for ticket purchases.

The service is available on weekdays between 9:00 AM and 3:00 PM. A Deutsche bahn employee is stationed alongside Kiana during these hours to assist passengers and provide support, as the AI is still undergoing refinement and may not always accurately interpret requests or deliver clear responses.

The trial is scheduled to run until mid-October. Deutsche Bahn will evaluate the collected data to determine the future of the project. “Our plan is to establish smart advice with Kiana at other train stations in the future,” stated Carmen Maria Parrino, managing Director of local Transport at DB Sales.Discussions are already underway with local public transport authorities regarding potential expansion.

What data privacy measures are in place to protect passenger information when using the AI ticket advice system?

Understanding the New System: AI-Powered Assistance

Berlin Brandenburg Airport (BER) is currently running a pilot program leveraging artificial intelligence (AI) to provide passengers with enhanced ticket advice and support. This initiative aims to streamline the travel experience, reduce wait times, and improve overall customer satisfaction. The program focuses on assisting passengers with complex fare rules, baggage allowances, and potential upgrade options – areas where conventional support frequently enough falls short. This isn’t just about chatbots; it’s a multi-faceted approach integrating AI into existing airport systems.

How the AI Ticket Advice Works

The core of the pilot program revolves around a complex AI engine trained on a massive dataset of airline policies, fare conditions, and airport regulations. Here’s a breakdown of how it functions:

Multi-Channel Access: Passengers can access the AI assistance through several channels:

Airport Kiosks: Dedicated kiosks equipped with touchscreen interfaces.

Mobile App Integration: Within the BER airport mobile request.

Website Chatbot: A 24/7 chatbot available on the BER website.

Natural Language Processing (NLP): The AI utilizes NLP to understand passenger queries in natural language, eliminating the need for specific keywords or commands. Simply ask yoru question as you would to a human agent.

Personalized Recommendations: Based on the passenger’s ticket details and travel preferences, the AI provides tailored advice. This includes:

Optimal baggage configuration to avoid excess fees.

Eligibility for seat upgrades.

Information on connecting flight options.

Real-Time Data Integration: The system integrates with real-time flight data, allowing it to provide accurate and up-to-date information regarding delays, gate changes, and potential disruptions.

Key Features & Benefits for Travelers

The AI ticket advice program offers several advantages for passengers traveling through BER:

Reduced Wait Times: AI handles a large volume of inquiries concurrently, significantly reducing wait times compared to traditional customer service channels.

24/7 Availability: Access to assistance is available around the clock, regardless of time zone or airport operating hours.

Improved Accuracy: AI minimizes human error by consistently applying airline policies and regulations.

Cost Savings: Passengers can avoid unexpected fees by receiving accurate information about baggage allowances and fare conditions.

Enhanced Convenience: Accessing assistance through multiple channels provides greater versatility and convenience.

Multilingual Support: The AI currently supports German and English, with plans to expand to other languages based on passenger demand.

Specific Use Cases: Examples in Action

Let’s look at some practical examples of how the AI ticket advice is helping passengers:

1. Baggage Allowance Clarification: A passenger traveling with multiple airlines on a connecting itinerary can quickly determine the baggage allowance for each leg of the journey. The AI considers the specific fare rules of each airline to provide accurate information.
2. Upgrade Eligibility: A passenger holding an economy class ticket can inquire about upgrade options to buisness or first class. The AI checks availability and displays the associated costs.
3. Fare Rule Interpretation: Passengers often struggle to understand complex fare rules regarding changes, cancellations, and refunds. The AI simplifies these rules and provides clear explanations.
4. Connecting Flight Assistance: If a connecting flight is delayed, the AI can proactively identify alternative routes and assist with rebooking.

The technology Behind the Scenes: AI & Machine Learning

the AI system powering the ticket advice program utilizes several key technologies:

Machine Learning (ML): the AI continuously learns from passenger interactions, improving its accuracy and efficiency over time.

Deep Learning: A subset of ML, deep learning algorithms are used to analyze complex data patterns and identify subtle nuances in passenger queries.

Knowledge Graph: A comprehensive knowledge graph stores information about airlines, airports, fare rules, and other relevant data.

API Integrations: The system integrates with various apis (Application Programming interfaces) to access real-time flight data,airline reservation systems,and other external sources.

Data Privacy and Security Considerations

Berlin Brandenburg airport prioritizes data privacy and security. The AI system adheres to strict data protection regulations, including GDPR (General Data Protection Regulation). Passenger data is anonymized and encrypted to protect sensitive information.The airport has implemented robust security measures to prevent unauthorized access to the system.

Future Developments & Expansion