ARTIFICIAL INTELLIGENCE PAUL WILLIS Airports are moving from traditional to generative AI assistants as part of a broader shift toward agentic AI Change agents T he release of OpenAI’s ChatGPT in late 2022 was a watershed moment in the development of artificial intelligence, according to Verena Dollberg, AI lead at Fraport, which operates several airports worldwide, including Frankfurt in Germany. “We had been working with AI long before ChatGPT came along, but its arrival suddenly put AI on everyone’s agenda,” says Dollberg. “You finally had management awareness, and everyone wanting to do something with AI.” One consequence of the emergence of so-called generative AI solutions – such as ChatGPT – has been an improvement in public-facing chatbots that convey information to passengers. Frankfurt Airport’s virtual assistants comprise off-the-shelf solutions from a range of software providers. 24 Passenger Terminal World JANUARY 2026 www.PassengerTerminalToday.com
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