Kiana: Deutsche Bahn's AI Assistant at Berlin Brandenburg Airport
Life Experiment Involving Living Individual: The Application of Artificial Intelligence on Kiana
Deutsche Bahn has introduced an AI-powered digital assistant named "Kiana" at Berlin Brandenburg Airport (BER) to improve the travel experience for passengers. This assistant provides travel advice and helps with train connections.
Performance and Development
Kiana, although still in its pilot phase, has shown some promising developments. However, it faces certain limitations, such as the need for multiple attempts to understand user requests due to the high noise levels at the airport [1]. Kiana utilizes Large Language Models (LLMs) and is available in nine languages, including German and English [1][2].
Since its launch in May, Kiana has had over 1,000 conversations, with around half of users interacting in English. However, only between 5 and 10 percent of users have purchased tickets using the QR code provided by Kiana [1].
User Interaction and Limitations
Kiana operates through an interactive column equipped with a touchscreen, loudspeaker, and microphone, allowing passengers to seek train connections [1]. The system does not sell tickets directly; instead, it provides a QR code that redirects users to the DB Navigator app or the Deutsche Bahn website [1].
A railroad employee is available to assist with Kiana only from 9 a.m. to 3 p.m. on weekdays, limiting its utility outside these hours [1]. The project is set to run until October, after which Deutsche Bahn will evaluate the data collected to decide on further implementation at other stations [1][2].
Languages and Support
Kiana supports nine languages, making it a useful tool for the diverse international passenger base at BER Airport [1][2].
Future Prospects
While Kiana offers potential, its current limitations affect user experience and effectiveness. However, it is seen as a valuable step toward enhancing passenger services at BER Airport. The general renovation of the Berlin-Hamburg line, which begins on Friday and will bring long closures from August, may provide an opportunity to further refine and integrate Kiana into the overall travel experience [3].
Beyond Kiana, innovations such as AI and autonomous driving are of great interest to Deutsche Bahn's executives like Bonsen, who are passionate about pushing boundaries beyond concrete needs and possibilities [4]. The head of long-distance traffic at DB Vertrieb, Carmen Maria Parrino, wants to develop an AI that supports customers where they need it most, especially at platforms and airports [5].
References:
[1] Berliner Morgenpost
[2] Deutsche Bahn
[3] Deutsche Bahn
[4] Deutsche Bahn
[5] Deutsche Bahn
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