Aeroporti di Roma redefines the airport experience with Agentic AI
Storm Reply supported ADR in launching a virtual assistant that knows the most relevant airport services and flight information for the "Leonardo Da Vinci" hub.
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The challenge
Create a solution capable of transforming the passenger experience during the airport journey: a single access point for all informational and operational needs, capable of radically innovating customer support
SCENARIO
Improve real-time support and enhance the airport hub offering
As the operator of one of the main European airport hubs, Aeroporti di Roma faces the complexity of serving an extremely diverse international clientele on a daily basis. The large volumes of traffic, characterised by seasonal and daily peaks, require digital solutions capable of scaling dynamically and providing a reliable service. The first necessity that emerged was therefore to innovate and simplify the ways in which passengers access real-time information.
The airport is not just a transit point, but also a vast ecosystem of services, commercial activities, and dining options. Considering the possibility of providing contextual and personalised recommendations based on data such as the destination of one's flight, the virtual assistant was designed to enhance the offerings of the airport hub, transforming a support service into a strategic lever for the growth of airport business.
THE SOLUTION
A unique digital assistant, powered by artificial intelligence
Storm Reply has collaborated with AWS and ADR in creating a multichannel conversational assistant (accessible both from the ADR website and via WhatsApp) based on advanced technologies of Agentic and Generative AI, designed to offer a smooth, natural, and multilingual interaction.
The system welcomes the user with the Virtual Assistant, which is capable of providing informational and operational support on a wide range of topics: from real-time flight information to security procedures, from transportation services to parking, and even locating points of interest such as shops, pharmacies, and dining options.
The assistant can send passengers updates on boarding times, gate changes, or flight delays, as well as provide personalised recommendations and contextual suggestions, transforming into a proactive travel companion that simplifies and enriches the entire airport experience.
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HOW WE DID IT
A scalable, resilient, and secure multi-agent architecture
Storm Reply and AWS have designed a serverless architecture based on AWS cloud services. At the heart of the Agentic AI solution is an Orchestrator that analyses user requests, understands their various intentions, and breaks them down, routing each sub-question to the most suitable specialised agent to provide a clear and reliable answer.
Storm Reply has developed several specialised agents, each vertical to a specific knowledge domain (e.g., flights, parking, transportation, shopping, dining). The multi-agent approach ensures that every aspect of the conversation is managed, maximising the relevance and accuracy of the responses. The system's intelligence is powered by Amazon Bedrock, which orchestrates the use of various large language models, such as Anthropic's Claude 3.7 Sonnet and Amazon Nova Pro, leveraging the strengths of each.
The information, both structured (from official systems) and unstructured, is consolidated within a vector knowledge base on Amazon OpenSearch Serverless. This approach enables advanced semantic search capabilities and Retrieval-Augmented Generation (RAG) techniques, allowing the assistant to generate contextualised conversational responses.
The integration with ADR's ICT ecosystem has been designed with a non-invasive approach to preserve the integrity of existing systems. The entire architecture has indeed passed rigorous security tests and has been designed to ensure decoupling between the new multi-agent system and critical systems. Another goal has been to ensure that the rapidly growing request volumes of the assistant do not interfere in any way with airport systems and operations.
RESULTS
A first step towards success
Every interaction with the virtual assistant system can be evaluated by customers, who are using the service not only for real-time flight information but also to discover the many possibilities offered by the hub before each trip. ADR is planning further developments of the tool, integrating new services and different modes of interaction.
Unified
access point
Centralisation of all information services for the passenger in a single conversational, intelligent, and proactive interface.
Architecture
scalable and secure
A cloud solution capable of reliably and securely managing over 50 million passengers annually.
Passenger Engagement
A communication channel that reconciles 24/7 services for customers and enhances the commercial offering of the hub.
Rome Airports, a company of the Mundys group, manages the airports of Rome Fiumicino and Ciampino and carries out other activities related to and complementary to airport management. Fiumicino has two passenger terminals and is dedicated to business and leisure customers on national, international, and intercontinental routes; Ciampino is mainly used by low-cost airlines, express couriers, and general aviation activities. In 2023, ADR recorded a total of 44.4 million passengers, with over 230 destinations reachable from Rome, thanks to about 100 airlines operating at the two airports.
Storm Reply specializes in the design and implementation of innovative Cloud-based solutions and services. Through consolidated expertise in the creation and management of Infrastructure as a Service (IaaS), Software as a Service (SaaS), and Platform as a Service (PaaS) Cloud solutions, Storm Reply supports major companies in Europe and around the world in the implementation of Cloud-based systems and applications. Storm Reply is an AWS Premier Consulting Partner.