Aeroporti di Roma introduces new AI Virtual Assistant

Aeroporti di Roma (ADR) has introduced a new Virtual Assistant, an advanced AI-powered digital companion designed to improve the travel experience for the millions of passengers who pass through Rome Fiumicino Airport each year. The airport was recently recognised by ACI Europe as the Best Airport in Europe for the seventh time.

Developed in collaboration with Amazon Web Services (AWS) and Storm Reply, the Virtual Assistant delivers real-time information and support to travellers, addressing their most common needs and enhancing convenience throughout their journey. The service is available through ADR’s WhatsApp Chatbot and the official website, www.adr.it, and features ADRYX, the official mascot of Aeroporti di Roma. It provides real-time flight updates, airport guidance, and personalised recommendations to ensure a smooth and pleasant experience inside the terminals.

“From the first ‘Buongiorno’ to the final ‘Arrivederci’, we are committed to offering a smooth travel experience that blends Italian hospitality with technological innovation,” said Emanuele Calà, Senior Vice President Transformation & Technology at Aeroporti di Roma. “The Virtual Assistant marks a significant milestone in our digital transformation journey, enabling us to provide personalised support to the roughly 50 million travellers who pass through our airports each year, ensuring that their first and last moments in contact with the city are comfortable and effortless.”

The solution was created with the expertise of the AWS Generative AI Innovation Centre and Storm Reply, an AWS Premier Consulting Partner, which supported ADR in using generative AI to develop a responsive, multilingual virtual assistant capable of understanding and responding to complex passenger queries.

Powered by Amazon Bedrock, AWS’s fully managed service for foundation models, the Virtual Assistant uses a multi-agent architecture that provides secure, high-quality AI-driven responses while maintaining strict data privacy standards.

“The AI-powered Assistant is a distinctive example of how artificial intelligence can seamlessly integrate into users’ everyday experiences, providing powerful yet discreet contextual support to travellers,” said Filippo Rizzante, Chief Technology Officer at Reply. “By combining multi-agent orchestration with AWS generative AI services, we enabled the Assistant to securely and efficiently manage complex real-time queries across multiple languages and contexts. Thanks to ADR’s innovative spirit, the AI-powered Assistant now enhances both operational efficiency and the passenger experience at a global high-traffic hub like Fiumicino.”

Julien Groues, VP AWS France and Europe South, added: “The travel industry is undergoing a revolution driven by artificial intelligence and cloud technologies. Aeroporti di Roma’s Virtual Assistant demonstrates how generative AI can meaningfully transform passenger experiences. By combining ADR’s deep understanding of traveller 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 airport systems simpler and more enjoyable.”

The Virtual Assistant can interact naturally with passengers through text or voice, offering information on parking, ground transportation, terminal services, baggage tracking, flight connections, and more. It supports multiple languages to meet the needs of Fiumicino’s diverse international passengers.

The service is now available to all passengers travelling through Rome Fiumicino Airport, with additional features planned for rollout in the coming months.