Aeroporti di Roma (ADR) has launched of Virtual Assistant, an advanced AI-powered digital companion designed to enhance the travel experience for the millions of passengers passing each year through Rome’s Fiumicino airport, confirmed as the Best in Europe for the 7th time since 2018. Developed in collaboration with Amazon Web Services (AWS) and Storm Reply, this cutting-edge solution addresses travelers’ most pressing needs with real-time information and support.
Virtual Assistant offers passengers instant and easy access to critical travel information, accompanying them throughout their journey through the airport. Available through the ADR WhatsApp Chatbot and ADR official website, the Virtual Assistant ensures travelers stay informed at every step of their journey, providing real-time flight updates, guidance on airport services, and personalized recommendations for a pleasant and convenient experience at the terminals. ADRYX, the official mascot of Aeroporti di Roma, serves as the digital interface enabling users to interact with the Virtual Assistant via the WhatsApp chatbot and the ADR website, both available in Italian and English.
“From the first ‘Buongiorno’ to the final ‘Arrivederci’, we’re committed to creating a seamless travel experience that combines Italian hospitality with technological innovation,” said Emanuele Calà Senior Vice President Transformation & Technology of Aeroporti di Roma. “Virtual Assistant represents a significant milestone in our digital transformation journey, allowing us to provide personalized support to each of the around 50 millons of travelers who choose our airports, and ensuring their first and last points of contact with the city are effortless and enjoyable.”
The solution was developed with the expertise of the AWS Generative AI Innovation Center, and Storm Reply, an AWS Premier Consulting Partner, which helped ADR harness the power of generative AI to create a responsive, intuitive virtual assistant capable of understanding and addressing complex passenger queries in multiple languages. Powered by Amazon Bedrock – AWS’s fully managed service for foundation models – and a multi-agent architecture, ADR’s Virtual Assistant delivers secure, high-quality AI responses while maintaining strict data privacy standards essential for airport operations.
“The AI-powered Assistant is a distinctive example of how AI can seamlessly integrate into everyday user experiences, providing powerful yet discreet contextual support to travelers,” said Filippo Rizzante, Chief Technology Officer at Reply. “By combining multi-agent orchestration with AWS generative AI services, we enabled the Assistant to manage in real-time complex queries securely and efficiently across multiple languages and contexts. Thanks to ADR’s spirit of innovation, the AI-powered Assistant now enhances both operational efficiency and the passenger experience at a global leading high-traffic hub like Fiumicino.”
“The travel industry is experiencing a revolution driven by AI and cloud technologies,” said Julien Groues, VP AWS Europe South. “Aeroporti di Roma’s Virtual Assistant demonstrates how generative AI can transform passenger experiences in meaningful ways. By combining ADR’s deep understanding of traveler needs with AWS’s advanced AI capabilities, and Storm Reply’s implementation expertise, we’ve created a solution that makes navigating one of Europe’s busiest airport systems simpler and more enjoyable.”
Key features of the Virtual Assistant interacting with the ADR passengers in natural language through text or voice messages include:
Real-time flight information retrieval: Instant updates on departures, arrivals, delays, and gate changes.
Parking slots availability: the travelers can verify where to park their car at the airport.
Commuting Services information: Bus, Taxi, Trains to arrive to or leave from the Airport
Recommendation on Terminals’ Services: Restaurants, Stores, Shopping Centers, and more.
Baggage tracking: Precise information about baggage-claim locations and status.
Connection assistance: Personalized guidance for travelers making connecting flights.
Multilingual support: Communication in multiple languages to serve Rome’s diverse international travelers.
The Virtual Assistant is now available to all passengers traveling for all the flights to and from the Rome Fiumicino airport, with additional features planned for rollout in the coming months.
