Published on : Monday, April 8, 2019
The robotic concierge FRAnny is a cooperative project between Fraport AG, the operator of Frankfurt Airport (FRA), and DB Systel GmbH, Deutsche Bahn’s dedicated IT service provider. FRAnny an expert on Frankfurt Airport, can answer a wide range of questions – including the correct gate, the way to a specific restaurant, and how to access the free Wi-Fi.
Fraport and Deutsche Bahn have been jointly exploring the potential of artificially intelligent, voice-based customer service systems since 2017.
A six-week trial at Frankfurt Airport, Germany’s largest aviation hub, will help evaluate FRAnny in terms of functionality, customer acceptance and its practical usefulness in everyday situations.
FRAnny draws from the data of airport’s information system. It is able to understand and answer questions relating to travel, airport facilities and more. In addition to providing flight information, FRAnny is well versed in small talk and can communicate in German, English and seven other languages.
In June, the AI-based service is to be tested at Berlin central rail station – which has approximately 300,000 travelers and visitors every day. Human customer service agents at Deutsche Bahn’s information center will receive smart support from FRAnny’s sister, SEMM.
FRAnny is based on an artificial intelligence and a cloud-based voice-user interface (VUI) that can be deployed in a variety of forms – including in chatbots, voice assistants and robots. This digital customer service system was developed by a team of Deutsche Bahn IT experts.