Bologna Airport is transforming its customer service, traditionally managed via InfoPoints and basic digital channels, which faced delays and overload. In 2025, the airport launched an AI strategy with training, governance and a roadmap for use cases. A key focus is upgrading the chatbot from NLP to LLMs. The 2023 project aimed to optimize information flows and enhance passenger experience. The customer care team now delivers fast, accurate support across multiple channels – desk, phone, email and chatbot – ensuring personalized, multichannel assistance aligned with innovation and accessibility goals.

• In-depth analysis of current processes
• Redesign of the operational model
• Integrated multichannel approach
• Creation of dedicated spaces and teams with a people-centered approach
• Strategic shift to proactive customer care