Case Study: BER Airport answers passenger questions 24/7 in four languages with Parloa
Key results
The challenge
Berlin Brandenburg Airport, which recorded 25.5 million passengers in 2024, needed to reduce phone wait times and answer passenger questions consistently in multiple languages. Holiday-season call spikes met limited availability, and passengers required reliable information around the clock.
The solution
Parloa deployed an agentic AI agent that handles calls across four languages (German, English, Polish, Spanish) using real-time flight-data integration. The agent operates 24/7, every day of the year.
“Our passengers' inquiries can be answered around the clock, without waiting times and in four languages.”
CDChristian DraegerSenior Vice President Passenger Experience, BER
The results, in context
The BER agent reached 85% customer satisfaction and reached production in six weeks, serving passengers with no wait times in four languages. Figures are quoted from Parloa's published BER story and dated to the date of review.