Aeroporti di Roma (ADR) has introduced a new digital innovation – the Virtual Assistant – an advanced AI-powered service designed to make traveling through Rome Fiumicino Airport smoother and more intuitive.
Recently recognized as Europe’s Best Airport for the seventh consecutive year, Fiumicino continues to lead in customer experience and smart technology. The new system was developed in collaboration with Amazon Web Services and Storm Reply to provide travelers with real-time information and personalized support throughout their journey.
The Virtual Assistant gives passengers quick access to essential travel details, guiding them step by step during their time at the airport. Available through ADR’s official WhatsApp Chatbot and website, the digital tool – represented by the airport’s friendly mascot, ADRYX – delivers flight updates, service information, and tailored recommendations to ensure a comfortable experience within the terminals.
From the first “Good morning” to the last “Arrivederci,” Aeroporti di Roma’s goal is to combine Italian hospitality with cutting-edge technology. The Virtual Assistant marks a major milestone in the company’s digital transformation strategy, offering personalized assistance to nearly 50 million travelers each year. The platform ensures that every passenger’s first and last interaction with the Eternal City is efficient, seamless, and welcoming.
Developed with the expertise of AWS’s Generative AI Innovation Center and Storm Reply, the project takes advantage of generative artificial intelligence to create a responsive and intuitive assistant. It can understand complex questions, operate in multiple languages, and deliver accurate answers in seconds. Built on Amazon Bedrock – AWS’s fully managed foundation model service – the system relies on a multi-agent architecture that guarantees high-quality, secure responses while maintaining strict data privacy standards essential to airport operations.
Among its main features, the Virtual Assistant provides:
– Real-time flight information with instant updates on departures, arrivals, delays, and gate changes
– Parking availability and guidance on where to leave vehicles
– Details on public transport options such as buses, taxis, and trains
– Recommendations for restaurants, shops, and other services inside the terminals
– Baggage tracking and pick-up information
– Assistance for passengers with connecting flights
– Multilingual support for Rome’s diverse international travelers
The Virtual Assistant is now available for all passengers departing from or arriving at Rome Fiumicino Airport. New capabilities will continue to roll out in the coming months, reinforcing Aeroporti di Roma’s commitment to innovation, efficiency, and passenger comfort.
