How Berlin’s Airport Got an AI Customer Service Agent Off the Ground

The AI-based customer service agent Melli has reduced waiting time from several minutes to zero, increased the number of languages offered, and has an 85 percent approval rating from customers. Here’s what the Berlin Airport has in store for the second phase of the project.

By Dawn Kawamoto · July 31, 2025 · 1 min read

Working inside a large organization, it can be smart to launch new technologies and initiatives in phases, similar to planes on the tarmac waiting to take off. That’s what the Berlin Brandenburg Airport (BER) passenger experience team did this year when it launched its AI-based…

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