Aeroporti di Roma (ADR) has introduced a new AI-powered Virtual Assistant to improve the travel experience for passengers at Rome’s Fiumicino airport. The assistant, developed in partnership with Amazon Web Services (AWS) and Storm Reply, is designed to provide real-time information and support to travelers.
The Virtual Assistant is accessible through the ADR WhatsApp Chatbot and the official ADR website. It provides instant updates on flight information, parking availability, commuting services, recommendations for terminal services, baggage tracking, and personalized assistance for connecting flights. The service is available in both Italian and English, aiming to serve the diverse group of international travelers passing through the airport.
ADRYX, the airport’s official mascot, acts as the digital interface for the Virtual Assistant, allowing users to interact via text or voice messages.
Emanuele Calà, Senior Vice President Transformation & Technology of Aeroporti di Roma, stated, “From the first ‘Buongiorno’ to the final ‘Arrivederci’, we’re committed to creating a seamless travel experience that combines Italian hospitality with technological innovation. Virtual Assistant represents a significant milestone in our digital transformation journey, allowing us to provide personalized support to each of the around 50 millions of travelers who choose our airports, and ensuring their first and last points of contact with the city are effortless and enjoyable.”
The development of the Virtual Assistant involved the AWS Generative AI Innovation Center and Storm Reply, an AWS Premier Consulting Partner. The assistant uses Amazon Bedrock, AWS’s managed service for foundation models, and features a multi-agent architecture to ensure secure, high-quality responses while maintaining data privacy standards required for airport operations.
Filippo Rizzante, Chief Technology Officer at Reply, commented, “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. 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.”
Julien Groues, VP AWS Europe South, added, “The travel industry is experiencing a revolution driven by AI and cloud technologies. 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.”
The Virtual Assistant is now available to all passengers at Rome Fiumicino airport, with additional features planned for future release. More information can be found at https://www.adr.it/fiumicino.
Aeroporti di Roma manages both Rome Fiumicino and Ciampino airports and is part of the Mundys Group. The Leonardo da Vinci Airport in Fiumicino holds a Skytrax 5-star rating for service quality and security standards and serves both business and leisure travelers on various routes. The G.B. Pastine Airport in Ciampino primarily handles low-cost airlines, express couriers, and general aviation activities.
