AI assistant "Kiana": Deutsche Bahn tests voice bot at BER airport
Deutsche Bahn is testing AI-supported travel advice at Berlin's BER airport. "Kiana" is designed to support passengers – but with restrictions.
The "Kiana" AI pillar is designed to provide travelers with information about train connections.
(Image: Deutsche Bahn AG / Max Lautenschläger)
Since May, travelers at Berlin Brandenburg Airport (BER) have been able to ask an artificial intelligence system for their next train connection. Deutsche Bahn has installed an interactive column with the AI assistant “Kiana” on the mezzanine level of Terminal 1, which is equipped with a touchscreen, loudspeaker, and microphone. The system uses Large Language Models (LLM) and speaks nine languages, including German and English.
According to Aletta von Massenbach, CEO of BER Airport, between 70,000 and 95,000 national and international passengers use Berlin Brandenburg Airport every day. A good half of these travel on by train or arrive by train.
Technology not yet fully developed
In practice, however, media reports show that the technology is clearly not yet fully developed. It is not uncommon for the AI to only understand what is required at the third attempt. One problem is the high noise level at the airport, which makes it difficult for the AI to hear requests.
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The voice quality also causes difficulties on the other side: passengers have to listen carefully to understand Kiana's answers. A railroad employee is therefore available for support next to the – column, but only from 9 a.m. to 3 p.m. on weekdays, which limits the times of use and the benefits of the AI as a supplement to the normal service.
Purchase only via QR code
Another weak point of the system: although Kiana can display connections, it cannot sell tickets. Interested travelers only receive a QR code that redirects them to the DB Navigator app or the Bahn website.
According to Deutsche Bahn, Kiana has had over 1,000 conversations since its launch in May. Around half of the users communicated with the system in English. Between 5 and 10 percent ultimately bought a ticket using the QR code.
The Kiana project will initially run until October. Deutsche Bahn will then evaluate the data collected and decide on how to proceed. Talks are already underway about using the system at other stations.
(mki)
