Aeroporti di Roma Launches AI-Powered Virtual Assistant to Elevate Passenger Experience
Aeroporti di Roma has unveiled its new Virtual Assistant, an advanced AI-powered digital companion designed to transform the travel experience for the millions of passengers passing through Rome Fiumicino Airport, recently recognized by ACI Europe as the Best Airport in Europe for the seventh time. This innovative digital solution, developed in collaboration with Amazon Web Services (AWS) and Storm Reply, aims to address travelers’ most pressing needs by delivering timely information and support throughout their airport journey.
Enhancing Every Step of the Travel Experience
The Virtual Assistant serves as a personal guide for passengers, providing quick and easy access to critical travel information from arrival to departure. Integrated into ADR’s WhatsApp Chatbot and official website, www.adr.it, the tool leverages ADRYX, the official mascot of Aeroporti di Roma, to make interactions intuitive, friendly, and engaging.
Passengers using the Virtual Assistant can receive real-time flight updates, guidance on airport services, and personalized recommendations for a seamless and enjoyable experience within the terminals. By anticipating passenger needs and responding dynamically, the tool ensures travelers are informed, confident, and supported throughout their journey.
“From the first ‘Buongiorno’ to the final ‘Arrivederci’, we are committed to providing a smooth travel experience that combines Italian hospitality with technological innovation,” said Emanuele Calà, Senior Vice President Transformation & Technology at Aeroporti di Roma. “The Virtual Assistant is a major step in our ongoing digital transformation, enabling us to deliver personalized support to the roughly 50 million travelers who pass through our airports each year. We want their first and last moments in contact with Rome to be effortless, pleasant, and stress-free.”
Powered by AWS and Generative AI
The Virtual Assistant was developed with the expertise of the AWS Generative AI Innovation Center and Storm Reply, an AWS Premier Consulting Partner. Together, they helped ADR harness the power of generative AI to create a responsive, intuitive assistant capable of understanding complex passenger queries in multiple languages.
Using Amazon Bedrock, AWS’s fully managed service for foundation models, and a multi-agent AI architecture, the Virtual Assistant delivers secure, high-quality responses while adhering to stringent data privacy standards required for airport operations.
“The AI-powered Assistant is a prime example of how artificial intelligence can integrate seamlessly into everyday experiences,” explained Filippo Rizzante, Chief Technology Officer at Reply. “By combining multi-agent orchestration with AWS generative AI services, we created a tool capable of handling real-time, complex queries across multiple languages and contexts. Thanks to ADR’s innovative approach, this assistant not only improves operational efficiency but also elevates the passenger experience at a major international hub like Fiumicino.”
Transforming Travel with Cloud and AI Technologies
“The travel industry is rapidly evolving, driven by artificial intelligence and cloud technologies,” said Julien Groues, VP AWS France and Europe South. “Aeroporti di Roma’s Virtual Assistant demonstrates how generative AI can meaningfully transform the passenger journey. By combining ADR’s deep understanding of traveler needs with AWS’s advanced AI capabilities and Storm Reply’s implementation expertise, we have created a solution that makes navigating one of Europe’s busiest airports easier and more enjoyable.”
Key Features of the Virtual Assistant
Passengers can interact with the Virtual Assistant through text or voice messages. Some of the primary features include:
- Parking availability: Check real-time information on parking spaces at the airport.
- Transportation services: Receive guidance on buses, taxis, and trains to and from the airport.
- Terminal services recommendations: Explore restaurants, shops, and other amenities within the terminals.
- Baggage tracking: Access accurate baggage claim points and status updates.
- Connection assistance: Personalized support for passengers with connecting flights.
- Multilingual support: Communicate in multiple languages to cater to Rome’s diverse international travelers.
The Virtual Assistant is now available for all passengers traveling through Rome Fiumicino Airport, with plans to expand features further in the coming months to enhance accessibility, personalization, and convenience.
With this launch, Aeroporti di Roma continues to lead in passenger experience innovation, combining state-of-the-art AI technology with a commitment to hospitality, making travel through Rome’s airports smoother, faster, and more enjoyable than ever before.
